Sportsbook Industry Fails The Crisis Communication Test
DraftKings and FanDuel were hacked and their customers' accounts were stolen. The FBI is investigating the matter. Many of the affected people saw their bank accounts drained. This was a PR disaster for the sportsbook industry. The industry as a whole dropped the ball from a public relations perspective.
DraftKings and FanDuel had thousands of customers' money stolen. The company has not apologized to the customers. Nancy Wiencek, a former PR professional, is shocked by the company's lack of communication. The best response from the agency was to say they appreciate the patience of the customer. DraftKings has no mention of this on its website or app. Fanduel has mentioned it on their website and app, but not on the official media.
Sportsbook industry fails the Crisis Communication Test. DraftKings and FanDuel fail the test.
Sportsbook industry failed the Crisis Communication Test. It took a report from The Action Network to get the story out into the open. It wasn't like DraftKings, FanDuel or anyone issued a press release alerting the world and its customers to what was going on.
FanDuel and DraftKings customer service was unhelpful for bettors. New Jersey Division of Gaming Enforcement is aware of the incident and advises people to contact customer services via email at [email protected] and by leaving a voice message at 1(855)-357-2377.
Sportsbook industry fails Crisis Communication Test. Customer service was unable to assuage the fear and aggravation of people affected by the theft. They made most customers whole. They issued statements to journalists. Leshay gives them a grade of D.
Collaboration is a way to show concern and show that you're doing all in power to get at what caused this. Sportsbook industry fails the Crisis Communication Test.
Leshay gives the company C grade for not communicating effectively. He follows the Twitter account of DraftKings' customer service arm.
The response of the operators and the government agencies to the cyberattack on DraftKings and FanDuel was terrible.
