Case Studies

HBO India broadcasted Harry Potter and the Deathly Hallows Part I as its Blockbuster of the Month. A technical glitch during the telecast caused the audio and video to go out of sync. The movie had been heavily promoted, and the glitch triggered an immediate backlash with fans flooding HBO’s Facebook and Twitter with angry comments. The challenge: manage a brewing online crisis in real-time without damaging the brand’s equity.

In moments of crisis, silence is the enemy. Audiences expect transparency, accountability, and a human voice. How HBO handled this situation would determine whether fans abandoned the brand - or trusted it more than before.

We executed a real-time online reputation management strategy:

• Immediate Acknowledgment: Responded quickly, owning up to the issue rather than deflecting blame.
• 360° Listening: Monitored not just tagged comments but wider Twitter chatter to identify and address every complaint.
• Tone Calibration: Matched the sentiment of fans - using humor, empathy, seriousness, or reassurance depending on context.
• Backend Coordination: Stayed in constant sync with HBO’s broadcasting team in Singapore to provide fans with accurate, real-time updates.

• Crisis Diffused: Negative chatter was effectively managed, preventing the backlash from escalating into a reputational disaster.
• Community Turnaround: At 9 PM, when the re-telecast played without glitches, HBO received nearly 500 appreciative comments, thanking the brand for its responsiveness.
• Trust Reinforced: Instead of losing credibility, HBO emerged stronger - with fans showing increased faith in the brand and its commitment to transparency.

This case wasn’t just about saving face. It was about transforming a potential brand disaster into an opportunity for deeper trust. OMLogic’s approach proved that when managed right, a crisis can become a loyalty-building moment - setting a benchmark for real-time online reputation management in the entertainment industry.