Behind the scenes in a crisis

December 31, 2013

Behind the scenes in a crisis

I figure everyone has heard about the Target data breach over this holiday. Out of curiousity, I went to their Facebook page and saw customers defending the retailer as well as lambasting them. What I thought was particularly interesting was their peek into their war room. They have a special blog post on A Bullseye View (their online newsletter) that shows their crisis team at work, including the CEO of course. And they explain what they’ve been doing crisis-management-wise in this behind the scenes perspective: 

“Given this recent data breach, we’ve taken a pause on giving you a lighthearted take on Target, but wanted to continue sharing a behind-the-scenes look by showing you a glimpse of what is happening at headquarters….

Thousands of Target team members, including our most senior leaders, have been working around the clock to help make this right for our guests. From call centers to our financial services team to technology teams throughout the company, we will not rest until every guest need is met.

The executive committee, led by Target CEO Gregg Steinhafel, continues to meet multiple times each day to track and address the situation.”

I am sure this is the worst holiday they’ve all spent together.

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Leslie Gaines-Ross
Leslie Gaines-Ross
lesliegainesross@gmail.com

As Weber Shandwick’s Chief Reputation Strategist, I focus on the ever changing world of reputation. For the past 25 years, I have relentlessly observed, researched and commented on the rise and fall of reputations.

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