#customer-communication

Handle product crises with effective communication and resolution. Crisis types: 1. Security breaches: data exposure, unauthorized access. 2. Performance issues: service outages, slow response times. 3. Feature bugs: critical functionality broken, data loss. 4. PR crises: negative media coverage, customer backlash. Immediate response (first hour): 1. Assess severity and customer impact. 2. Activate incident response team. 3. Stop further damage (feature flags, rollbacks). 4. Communicate with key stakeholders. 5. Begin customer communication. Communication strategy: 1. Transparency: acknowledge issue quickly, don't hide problems. 2. Regular updates: status pages, email updates, social media. 3. Clear timeline: when issue started, expected resolution. 4. Action plan: what you're doing to fix and prevent recurrence. Post-crisis: 1. Detailed post-mortem: root cause analysis, prevention measures. 2. Customer compensation: credits, refunds, gesture of goodwill. 3. Process improvements: update runbooks, monitoring, testing. Templates: prepare crisis communication templates for speed.