Reputation Is Not a Nice-to-Have. It's Your Balance Sheet
When a crisis hits—like a product failure, a cultural backlash, or a regulatory surprise—your reputation is the first thing to take a hit. And in today's fast-moving world, that hit can cost you millions. Bradley Akubuiro, a top crisis communications expert, explains why reputation isn't just a nice extra. It's a core part of your business's financial health—your balance sheet.
What Makes This Crisis Different?
Akubuiro, a partner at Bully Pulpit International and former head of global media relations at Boeing, has seen it all. He led communications during the 737 MAX crisis and the COVID pandemic. His new book, Faster, Messier, Tougher: Crisis Communication Strategies in an Era of Populism, shares what he learned. He says today's crises are different from those a decade ago because of three forces:
- Polarization: People are more divided than ever, making it easy for a crisis to split your audience.
- Weaponization: Bad actors have better tools to harm your brand, from fake news to social media attacks.
- Information proliferation: Nearly 50% of people under 30 get their news from TikTok. They form opinions fast—without ever visiting your website or a news site.
This means your reputation can collapse in hours, not days. Silence is no longer neutral. You must act fast.
Why Most Leaders Are Unprepared
Akubuiro argues that most corporate leaders are not ready for this speed. The problem? Incentives. In big companies, people are rewarded for navigating bureaucracy, not for making quick decisions. This slowness is dangerous. It can cost you real money.
For example, Coca-Cola lost $410 million in revenue after a disinformation-driven boycott in Latin America. Target lost roughly $12 billion in market value after rolling back its DEI policies. These are not small numbers. They show that reputation is a business resilience issue—not a vanity metric.
The Secret to Crisis Communication: Consistency
Akubuiro’s advice is simple: figure out where you stand, and then stand there. Don’t drift with cultural winds. He points to Target’s mistake: after years of supporting LGBTQ+ and communities of color, they changed course. People felt betrayed. They saw the company as a hypocrite. That’s hard to recover from.
Consistency is key. It builds trust. At Boeing, after the 737 MAX accidents, Akubuiro’s team made a bold choice. They didn’t go to friendly reporters. Instead, they sought out the toughest journalists—like Dominic Gates of the Seattle Times, who won a Pulitzer for investigating Boeing. This showed the public they were serious about change. It built credibility.
How to Protect Your Reputation
Here are practical tips from Akubuiro’s experience:
- Act fast: In a crisis, don’t wait. Speed matters more than perfection.
- Be transparent: Acknowledge mistakes. People respect honesty.
- Simplify your team: Don’t involve everyone. Bring only the key decision-makers into the room.
- Use all tools: Social media, AI like ChatGPT, and direct communication can help you personalize your message.
The Bottom Line
Akubuiro believes the same forces that make crises faster and messier can also be your biggest advantage. You have more tools than ever to build trust. Use them. Take a clear, authentic point of view. Amplify it. That’s how you turn a crisis into an opportunity.
Remember: your reputation is not a nice-to-have. It’s your balance sheet. Protect it.
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