While NatWest marshalled its resources to find a solution to its IT outage, the Guardian ran an article addressing customers’ most urgent and common questions. Jonathan Hemus discussed the possible long term effects of the crisis on NatWest’s reputation.
“It’s not having a crisis that harms an organisation, it’s how you deal with it that’s key. NatWest has tried – keeping branches open late and opening them early was a smart move – but it’s about tone of voice. NatWest has simply broadcast messages to people, but in the age of social media you need to be more interactive if you are to win over the public.”
Read the full article on The Guardian