263: Crisis Management: What Customers Remember Most

Customer Service Revolution | Customer Experience & Employee Experience for Business Leaders · Jul 23, 2026 · 37m · transcript

Crisis Management: What Customers Remember Most

A company may not have caused the crisis—but it still owns the customer experience surrounding it.

In this episode of The Customer Service Revolution Podcast, Denise Thompson and John DiJulius examine what leaders should do when customers may be at risk, facts are still developing, and the organization's reputation is suddenly on the line.

Using recent food-safety concerns and well-known brand crises as examples, they explain why silence, defensiveness, and rigid policies can magnify the original problem—and how a fast, transparent response can…