Salonie has written on crisis communication, how startups can win customer trust in tough times, and how empathetic leadership can tide over big battles. Through her think pieces, she has highlighted PhonePe’s UPI crisis earlier this year, and urged entrepreneurs to be upfront about events concerning their businesses. Through the ‘Matrix Moments’ column based on the company’s flagship podcast series, Salonie has tracked key trends across India’s e-grocery, agritech, fintech, automotive, logistics, and other emerging sectors based on conversations with founders and VCs. She’s also written on the startup-VC dynamic, shared tips on building teams and offering employee incentives through ESOPs and arriving at Business Continuity Plans.
“The first step to successfully managing a crisis is the speed to response – the sooner you take charge of the situation, the higher your chances are to minimise its effects. Customers need to hear it first from the company, not third-party sources. Recognise and acknowledge that there’s a problem and you’re doing your best to solve it and regain stakeholder trust. Identify the right communication channel to reach your audiences — be it social media, a newsletter, a video message on WhatsApp, a formal press release, or any other platform.”
