Invincible Brand with Melissa Agnes 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 communicators the language to better understand why some attempts at emotional connection fall flat, and to better resonate with stakeholders in critical moments.
Links:
➡️  The whole article can be found here, on the Crisis Ready Blog.
➡️  If this message resonates with you and you'd like to truly master the art of crisis communication and leadership, enrol in our Crisis Ready® Course, which is the first step in becoming certified in crisis comms.
 

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.

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.
Author and Customer Retention Expert, Joey Coleman, joins the Invincible Brand Podcast to discuss strategic ways to foster a culture whereby increased customer retention leads to brand advocacy, business resiliency, and ultimately, brand invincibility.
About this episode Studies show that 20% – 70% of your new customers will likely decide to stop doing business with you before they reach the 100-day mark. Meanwhile, if you can retain 5% of your customers who would otherwise stop doing business with you, you can increase your profits by 25% – 100%.
In his work as an author, keynote speaker, and consultant, Joey Coleman helps organizations strengthen the relationships they share with their customers and clients, with the goal of building long-lasting, emotionally connected relationships. In this discussion, Joey shares some of the specific steps he takes to achieve this. The strategies and insights he shares apply to all entities, whether in the public or private sector.
This episode explores: Interesting ways that working with the CIA has shaped Joey’s leadership and how that mindset can be adapted for your organization. Strategic ways to raise important points with leadership and gain buy-in for cultural improvement and evolution. How focusing on the customer experience makes team members’ jobs easier and speaks directly to the bottom line in substantial ways. Real world examples, stories, and tactical strategies that can be applied to your organization. Links to things discussed in this episode Pick up a copy of Joey’s book, Never Lose a Customer Again The podcast with Mountain View Police Department: How To Get Ahead Of A Crisis When You’re Already Behind – Invincible Brand Podcast Connect with Joey Coleman: Interested in working with Joey? Learn more here: joeycoleman.com

In a world where distractions are thrown at us at every corner, Attention Expert, Neen James, joins the Invincible Brand Podcast to share techniques for being mindful and intentional about where you dedicate your attention, in a way that prioritizes the things that matter most to your business, your team, your stakeholders, and your career.
You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.
About this episode We live and work amongst an overload of distractions and requirements that pull us in every direction, in almost every moment. This can make it difficult to give dedicated and mindful attention to the things that matter most to us, both personally and professionally. And yet, when we give our attention to the right things, we give and receive an abundance of opportunity and rewards in a myriad of ways.
In this episode of the Invincible Brand Podcast, Neen James discusses what it means to be intentional with our attention and how it helps foster cultures of trust, resilience, and business and reputational rewards.
This episode explores: The 3 ways people pay attention. The ways in which attention pays. Techniques to use attention to gain buy-in–and even progress your career. Cheat sheet: how to build processes that systemize your attention to strengthen relationships, progress your career, and foster the right kind of culture. Links to things discussed in this episode Pick up a copy of Neen’s book, Attention Pays Connect with Neen James: Check out the ways in which Neen helps leaders pay attention at neenjames.com Neen is fun to follow on Instagram! Connect with Need on LinkedIn  

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, such as:
“What is crisis management and what does it mean to be a crisis management professional?”
“What are some of the most common mistakes organizations make in the midst of crises and issues?”
“What are some of the qualities and characteristics that lend to being great in this profession?”
… and a question that caught Melissa by surprise, but she loved: “What does she think of the show Scandal in the context of crisis management?”
You can also listen to this episode on iTunes, Spotify, Stitcher, and YouTube.
Links to things discussed in this episode: The Crisis Ready Model Do you have a question you’d like Melissa to answer, and are you willing for that discussion to be recorded (in a way that respects your privacy and confidentiality)? If so, click here to set up some one-on-recorded-one time with Melissa and have your pertinent crisis ready questions answered.

Utility companies are no stranger to the multitude of challenges that present themselves in times of crisis. As a result, they have a ton of real-time crisis management experience that others can learn from. Alectra is one such organization.
With a 1,250 m2 (or 2,000 km2) service territory delivering power to approximately one million customers in Ontario, Canada, Alectra deals with issues and crises on a regular basis. In this episode, Blair Peberdy, Vice-President of Government and Corporate Relations at Alectra, joins the Invincible Brand Podcast to share the many crisis management lessons he has learned throughout his career.
About this episode It’s always great to learn from the mistakes, successes, and lessons learned by others—hopefully saving you from having to learn them the hard way. In this episode, Blair shares the structure behind Alectra’s crisis ready program, along with the many lessons the company has learned throughout its years of managing dozens of real-life and simulated incidents.
This episode provides a behind the scenes look at the different strategies and tactics that Alectra has implemented into its crisis ready program. These strategies and tactics continue to help the organization further strengthen its crisis ready culture, and the best part is that each of the lessons that Blair shares within this conversation are directly applicable to your organization and team.
This episode explores: The multi-tiered prongs that facilitate Alectra’s crisis communication to its different key stakeholders. The structure of the company’s crisis management governance, including the different roles they’ve designed and how they ensure these roles are scalable with employee turnover and the growth of the company. The role that crisis simulations play in helping Alectra continuously strengthen its crisis ready program and its team’s skills. A look at Alectra’s post-crisis debriefing structure and processes. How social media has changed the crisis management landscape. Connect with Blair and Alectra: Email Blair with any questions: blair.peberdy@alectra.com Learn more about Alectra at alectra.com