Behind The Scenes of the Chipotle E. Coli Crisis, with William Espey
Invincible Brand with Melissa Agnes
Release Date: 09/18/2018
![How To Improve Your Crisis Communication Strategy By Understanding Near And Far Enemies [Audio of Blog Post] show art](https://assets.libsyn.com/item/30679893?height=50&width=50)
How To Improve Your Crisis Communication Strategy By Understanding Near And Far Enemies [Audio of Blog Post]
Invincible Brand with Melissa Agnes
Connection is at the heart of any good crisis communication strategy. However, we’ve all seen leaders attempt to connect with their audience with all the right words, and yet something feels… off. While a Crisis Ready Hindrance is often blocking that connection, understanding near and far emotional enemies is a powerful tool to help you overcome those Hindrances to resonate and connect in meaningful ways. Within this podcast, which is the audio version of a recent Crisis Ready blog post, Melissa Agnes explores how near and far enemies give leaders and crisis...
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How to Apply Emotional Awareness to Powerfully Enhance Crisis Communication [Audio of Blog Post]
Invincible Brand with Melissa Agnes
In order to achieve the mark of a true crisis leader, you must be able to effectively apply emotional awareness to your crisis communication strategy. This episode explores what that means and how to achieve it. This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.
info_outline![Could We Train AI with Emotional Intelligence to Predict a Crisis? [Audio of Blog Post] show art](https://assets.libsyn.com/item/30022128?height=50&width=50)
Could We Train AI with Emotional Intelligence to Predict a Crisis? [Audio of Blog Post]
Invincible Brand with Melissa Agnes
Make no mistake: AI absolutely will affect crisis communication — and crisis in general, for that matter. Recently, my friend and the queen of PR herself, Gini Deitrich said something that got me thinking about predictive AI even further: Could AI predict the emotional escalation of a crisis… before it begins to happen? This episode explores this concept and what it could mean for the crisis communication industry. This is the audio recording of a blog post, written and narrated by Melissa Agnes, and published to CrisisReadyInstitute.com.
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How To Never Lose A Customer Again
Invincible Brand with Melissa Agnes
How you make your customers feel is the powerful differentiator from your competitors, lends to the emotional connection you build with your stakeholders, and can ultimately make or break your brand’s invincibility.
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Building Brand Invincibility Requires Intentional Attention
Invincible Brand with Melissa Agnes
How to systemize the process of giving attention to the right things.
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Discussing The Core Essentials Of Crisis Management
Invincible Brand with Melissa Agnes
Each month Melissa answers questions from real people doing real work in–or learning about–crisis readiness. This month’s question comes from Natalia who asked some core questions that pertain to crisis management and crisis readiness.
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Invincible Brand with Melissa Agnes
Discover how utility company, Alectra, successfully manages issues and crises as a regular course of business—and how their learnings and successes can be implemented into your crisis ready program.
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Invincible Brand with Melissa Agnes
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Invincible Brand with Melissa Agnes
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How Does Crisis Readiness Translate From Government To Big Business To Solopreneurs?
Invincible Brand with Melissa Agnes
This month’s question comes from Bridget… and, in fact, Bridget had a handful of really great questions that Melissa got to provide responses to. Here’s a sampling of what these questions were:
info_outlineWilliam Espey, the man responsible for the voice of the brand that is Chipotle, joins the Invincible Brand Podcast to discuss the challenges Chipotle faced when managing the E. coli crisis in 2015, and the mindset and strategies they implemented to manage the many dynamics of this incident and the reputational impact it threatened to leave on the brand.
About this episode
Chipotle is a brand that has worked hard and done a phenomenal job at building solid and trusting relationships with its customers. When the E. coli crisis struck, the brand needed to work especially hard to not lose all that goodwill and trust they had earned throughout the years—and the challenges that this crisis presented were complex, dynamic, and emotionally based, proving to be more difficult than the organization may have initially realized.
In this episode, William shares what it was like behind the scenes of managing this crisis. We discuss the brand’s mindset and culture, and how these things helped them navigate through the real-time challenges they faced.
I recorded this episode with William a while ago, before I decided to rebrand the podcast and relaunch it in September 2018, so I’ve been waiting a long time to share this conversation with you and am excited to do so!
This episode explores:
- How the emotional connection customers have to the brand amplified the challenges that Chipotle had to overcome, while managing the incident.
- How Chipotle prioritized trust in managing this incident and the actions and decisions they took in alignment with this priority.
- The mistakes they made in managing the crisis and the biggest lessons they learned along the way.
- The impact their culture had on the management of this crisis.
Links discussed in this episode
- The Brand Invincibility Webinar Series I mention at the end of this episode.