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Every company that grows fast eventually discovers the same uncomfortable reality: the larger your platform, the more visible your mistakes. The product failure that would have been an internal postmortem at a ten-person startup becomes a press story at a hundred-person company and a congressional hearing at a thousand-person company.
Companies do not recover from reputational crises by managing their reputation. They recover by earning it back — through specific actions, taken publicly, that demonstrate that the behavior that caused the crisis will not be repeated.
Every company that grows fast eventually discovers the same uncomfortable reality: the larger your platform, the more visible your mistakes. The product failure that would have been an internal postmortem at a ten-person startup becomes a press story at a hundred-person company and a congressional hearing at a thousand-person company.
Companies do not recover from reputational crises by managing their reputation. They recover by earning it back — through specific actions, taken publicly, that demonstrate that the behavior that caused the crisis will not be repeated.