Managing Reputation Risk During a Community Bank Merger

At-a-glance:

Client type: Community bank

Sector: Financial services

Location: Regional Australia

Challenge: Customer uncertainty, brand consolidation, service continuity

Services used: Reputation strategy, stakeholder engagement, media planning

Outcome: Neutral media tone and minimal customer complaints post-announcement

Challenge:

• Customers and communities needed confidence about branch access, familiar staff, and ongoing support programs after the merger.

Approach:

• We mapped customer expectations and designed a region-specific comms plan: plain-English FAQs, risk management plan, and a benefits narrative tied to service continuity.

What we delivered:

• Toolkits for spokespeople, key messages, media statements, community briefing packs, and a media and stakeholder engagement plan.

Results:

• Media coverage stayed neutral and community feedback volumes remained low through announcement and first phase of integration.