Case Study: Stein Mart prevents national crisis attention with Axia Public Relations

Stein Mart prevents national crisis coverage with Axia Public Relations after 1,100 shares

Stein Mart, a billion-dollar discount department store chain, faced a crisis after an altercation between an employee and a customer escalated on social media. The posts gained significant negative traction, threatening to attract national media attention. The retailer engaged vendor Axia Public Relations for its crisis communications expertise to manage the situation.

Axia Public Relations crafted a comprehensive crisis response that included tailored messaging for phone calls, Facebook direct messages, and public posts. The solution involved the CEO reaching out directly to the customer and providing a statement to local media. This approach successfully prevented the story from going national, with only two local TV stations covering it. The campaign also led to the implementation of larger solutions, including new employee training programs and customer feedback systems.

Stein Mart