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Great presentation Libby! While I think oversharing and disclosing too much is possible and not great, I feel as though Wells Fargo did not overshare in this situation. If I were a client I would have felt more comfortable with the company as they did a lot to try and fix the situation. I think the CEO serving as a spokesperson is a great strategy in order to make the company look more personable.

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Hi Morgan! I would have publicly addressed the situation and show how they were going to prevent the situation from happening again in the future. I think they can recover from the situation, but people will always be wary of the brand itself because they have had that scandal behind their name. I know plenty of companies where I only associate the brand with the scandal. If I were a client, I would have left the company because I would be nervous to trust them after the situation.

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Hi Libby, great work! I think there is s such thing as over communication, but at times it is necessary. Companies need to create channels of communication through media to engage their consumer and create loyalty. This loyalty can be created through subscription discounts, check ins, member only exclusives, and loyalty from the company to the client. The over communication can sometimes become negative when it backfires and is no longer seen as productive. For example, a flood of emails or repeat advertisements. These tactics no longer engage the consumer and have a likelihood to annoy them or turn them off to your product or brand. For this specific case I think the level that Wells Fargo communicated was accurate given their business and the climate. They created an open flow of communication by telling the public every move they were conducting.

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Hi Morgan, great work! I agree with the others in the class that I do not know if I would have stayed with Wells Fargo following this incident. There was great amounts of distrust in this case and client to brand confidentiality was broken. The fake accounts were never publicly declared a problem from any level on the corporate and company ladder. The except also includes information that suggests higher ups in the company knew of this crisis and did no such thing to handle it adequately or foster an environment of transparency and open community. This case and those that headed the crisis communications seemed to not have their clients at the heart of it and their own company.

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https://marist.hosted.panopto.com/Panopto/Pages/Viewer.aspx?id=6f41ec58-1c22-4a05-af28-af55006c5584
Discussion questions

Do you think there is such a thing as over-communicating? Do you think Wells Fargo did so in this situation?

If you were a Wells Fargo customer during this crisis how would you feel about their response?

Do you think the CEO of the company serving almost as a spokesperson is a good strategy?

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https://marist.hosted.panopto.com/Panopto/Pages/Viewer.aspx?id=8e3e4f1f-1357-4c89-a99d-af5500647bd8

DISCUSSION QUESTIONS:
1. How would you have suggested Wells Fargo handle the situation instead?
2. Do you think that Wells Fargo will ever fully recover from the incident?
3. If you were a Wells Fargo client, would you have left the company or would you have given the company another chance?

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