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We want to share with you the trends we see in the financial services industry, including important events and media input. As an agency, our goal is to help you. That is why we also post our financial PR and Marketing best practices and opinion articles as a resource for your company.

If You Fail to Plan, You Plan to Fail

As the old saying goes, "If you fail to plan, you plan to fail." It emphasizes how important preparation and critical thinking are in achieving success. Having a strategy is essential for individuals and/or organizations as it provides a structured framework to achieve long-term goals, optimize resources, and effectively navigate challenges. Whether you are remodeling a house or developing a public relations campaign, without a defined plan, you could be setting yourself up for failure because you lack direction, structure, and the ability to anticipate challenges.

Crisis Communication Tips for Fintech Companies

Fintech companies must be prepared to respond effectively when a crisis strikes. Whether it’s a data breach, regulatory scrutiny, or a service outage, the way a company handles a crisis can have a lasting impact on its reputation, customer trust and bottom line.

The financial services industry, by nature, operates on trust, so making a clear, strategic communications plan is critical. Below are key steps fintech leaders should take when managing a crisis.

1. Appoint the Right Spokesperson
The severity and nature of a crisis should dictate who speaks on behalf of the company. For minor service disruptors, a senior communications executive might be the best fit. However, for more severe crises, such as a security breach compromising customer data, leadership – often the CEO or CISO – must take center stage to reassure stakeholders and outline corrective measures. Having a pre-determined spokesperson and media training in place can make a substantial difference in delivering a calm, credible response.

2. Respond Quickly & Transparently
The first hours of a crisis are critical. The response should include what is known, what actions are being taken and when more information can be shared. Transparency is key – delayed or vague statements can erode public trust and allow misinformation to spread.

3. Identify & Address the Root Cause
A common mistake organizations make is focusing solely on controlling public perception rather than solving the actual problem. Companies must prioritize identifying the root cause of the crisis and communicating the steps taken to resolve it.

If the issue stems from a third-party provider or software vulnerability, be upfront about it. A failure to pinpoint and address the cause will only lead to repeated crises and a loss of credibility.

4. Control the Narrative & Provide Updates
If a company fails to communicate effectively, external voices – customers, competitors and media – will fill the void with their own narratives. It’s important to provide regular updates across multiple channels, including press releases, social media and direct communication with affected customers. Companies should also leverage their owned media platforms such as blogs and email newsletters to ensure they control the messaging.

5. Express Empathy & Take Responsibility
Beyond fixing the problem, companies must demonstrate genuine concern for those impacted. If customers experience financial loss due to an error, the company should communicate any remediation steps, such as refunds or security enhancements, as quickly as possible. A well-handled crisis response often includes an apology, not as an admission of liability but as a sign of accountability and commitment to rectifying the issue.

6. Outline Future Prevention Strategies
Customers, investors and regulators will want to know what changes are being made to prevent a similar crisis from occurring again. Fintech companies should clearly outline the steps they are taking, whether it’s enhanced security measure, improved protocols or greater investment in risk management. Communicating these measures proactively can turn a crisis into an opportunity to reinforce trust.

Crisis situations are inevitable, but fintech companies that prepare, respond swiftly and communicate effectively can mitigate damage and maintain trust. A well-executed crisis communication plan ensures that when the unexpected happens, your organization is ready to take control, reassure stakeholders and emerge stronger.

Contact us to learn how we can help you navigate a crisis.

PR and Marketing: A Dynamic Duo That Can’t be Ignored

Let’s face it: today’s business landscape is more crowded than ever. Getting your brand noticed and heard over the noise takes more than just one approach. So, how do you make your brand truly stand out? The answer can be simple: integrate your PR and marketing efforts. When PR and marketing work together, they don’t just complement each other – they make each other stronger.

PR Lessons from Wicked: Crafting Stories That Defy Gravity

The highly anticipated Wicked film is more than just a blockbuster adaptation of a Broadway classic—it’s a masterclass in thoughtful storytelling, an exploration of complex relationships, and a testament to the power of embracing individuality.

LinkedIn is a Horn of Plenty for B2B Communications

Thanksgiving is just around the corner, making it a perfect time to reflect on the abundance of tools and opportunities that help us connect, engage, and grow. Among the many assets at our disposal, LinkedIn is quickly becoming a cornucopia of useful resources for B2B communications. The social platform gives PR professionals a variety of ways to build a client’s brand, engage targeted audiences, and create meaningful industry connections.

The Cat’s Out of the Bag: Agility Is the Future of PR

As a PR professional —and a lifelong cat owner—I’ve started to notice surprising parallels between my career and my cats. On a surface level, it looks like public relations and cats are worlds apart, but they actually share some striking similarities. From managing crises to building relationships, cats have a lot to teach us about thriving in an unpredictable environment. Here are five ways PR pros can learn from cats when it comes to staying agile and effective.

Data-Driven Storytelling: What Can Fintechs Learn from Spotify Wrapped?

In today’s hyper-connected, information-saturated world, audiences crave authenticity, relevance and connection. Generic messages fail to stand out in this increasingly crowded environment. A powerful tool that is often overlooked is data-driven storytelling. Combining compelling narratives with proven sources of data not only cuts through the noise, but also increases credibility, provides clarity and informs an audience in a more inspiring and influential manner.

Winning Olympic Communication Strategies for Fintechs

I've always been fascinated by the Olympics. While the incredible athletic feats are inspiring, the games are much more than that. The global event is a celebration of planning, fierce competition and storytelling. Every two years, we’re drawn into the personal stories of athletes, learning about their sacrifices, perseverance, and the support networks that helped them become the best in the world. It’s a marketer’s dream.  

Five Considerations for Improving Fintech Sales through Strategic Communication

Fintech companies face a formidable challenge: communication gaps that threaten to undermine their sales performance. These disconnects, often manifesting between departments, teams, and even with customers, can lead to misaligned strategies, missed opportunities, and a weakened competitive edge. Addressing these communication barriers is crucial for fintech firms striving to maintain their market position, enhance customer relations, and drive growth in an industry where precision and clarity are paramount.

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