It’s practically a given that Southwest knows how to handle itself in good times and in bad—yesterday’s electronic customer service breakdown that hobbled passenger and luggage check-ins was one of the bad.
Today, good management of a crisis means avoiding being named the “Most Hated Person in the World.”
Shortly after the Volkswagen (VW) crisis erupted, we asked the carmaker’s communications team for an interview to explain its strategy.
Party City has not responded to claims that it removed customer feedback from its Facebook page after a customer penned a letter detailing her issues with the gendering of the store’s Halloween costumes.
This willful gaming of the American government may prove to be irredeemable in the eyes of some environmentally conscious consumers.
In incident management, just as in emergency medical care, what you do in the first 60 minutes, or the Golden Hour, often determines whether your event remains manageable or erupts into a full-blown crisis.
Good communicators know the rules of what and what not to do on Twitter. But let’s assume a bad tweet has escaped out into the world. How do you recover?