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American Airlines Takes Express Lane to Apology After Passenger Confrontation

April 24th, 2017 by

Two weeks after United’s reputation, and stock price, took a hit after airline security forcibly removed Dr. David Dao from a flight, it was American’s turn to deal with a passenger crisis. On April 21, a young mother was reduced to tears during an argument with attendants. The incident—which included a fellow passenger nearly getting into a physical altercation with an attendant—was captured on video and quickly went viral. But unlike United’s response, American quickly apologized, suspended the attendant and didn’t blame the victim.

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Dairy Queen the Latest Fast-Food Brand in Social Media Crosshairs

January 9th, 2017 by

Given their broad franchise networks and large customer base—and of course their huge social media audiences—fast-food chains can be seen as guinea pigs for how the public discourse is digitally evolving. Consider the latest high-profile example of how a single Facebook post led to the rapid closure of a Dairy Queen—within 48 hours of being posted.

McDonald’s Makes Point of Repairing Its Service Issues in Public

November 15th, 2013 by

The solution McDonald’s crafted to its customer service problem is a great example of effective communications.

Hill+Knowlton created this infographic to coincide with its “Communicating Character” study. According to H+K, character is defined by the interaction between brand reputation and character—a dynamic in which communicators play a crucial role. Hill + Knowlton said that character is what drives 73% of respondents to make purchasing decisions.

Contrast in Crisis Management: How Two Railroad Companies Reacted to Disaster

October 21st, 2013 by

The contrast between the two railway accidents offers an important juxtaposition in how to handle a crisis, and how not to.

U.S. Brands Questioned in Bangladesh Factory Collapse

April 26th, 2013 by

Traditional media and social media alike were churning this morning with reports and commentary on the collapse Wednesday of an eight-story garment factory building in Savar, a suburb of the Bangladeshi capital of Dhaka. And… Continued

Weiner Returns to Twitter: Some Tips For Him (And Other Rehabbing Brands)

April 24th, 2013 by

Anthony Weiner is back on Twitter. Here are tips for the “Weiner brand” as it wades back back in—some of which apply to any tainted brand.

Another Hacked Twitter Account, Another Warning for PR execs

April 23rd, 2013 by

Dow’s plunge following a bogus tweet on AP handle about the president is a reminder that PR execs have to be vigilant in protecting their Twitter handles.

13 Tips for Effective Crisis Management

March 19th, 2013 by

Crisis expert Dallas Lawrence of Burson-Marsteller provides 13 tips for PR pros in the midst of a crisis.

Netflix: Who Am I? Why Am I Here?

February 16th, 2012 by

After another round of bad news, Netflix seems to be switching gears once again, and is perhaps sending a message to customers and investors that it is unsure of its own identity. On Oct. 24,… Continued

Keeping in Step With Chipotle, McDonald’s Says it Cares Too

February 15th, 2012 by

Possibly taking a page out of Chipotle’s playbook, McDonalds has decided to ramp up its corporate responsibility efforts in regards to the humane treatment of animals within its supply chain. On Feb. 13, McDonald’s announced… Continued