October 16, 2017
Last week, Dove posted an ad showing a black woman taking off her shirt to reveal a white woman underneath, and people rightfully went wild. The backlash prompted the removal of the ad, a subsequent apology for racial insensitivity, and an incalculable amount of reputational damage for a brand built on “real beauty”.
+ read more
October 10, 2017

Dara Khosrowshahi’s apology to the people of London was a refreshing change in tone for a company that previously hadn’t ceded an inch of ground in defense of its aggressive growth strategies.  While the statement was a step in the right direction, it shows that the company still has a lot of work to do.


+ read more
October 04, 2017

“Biased!” “Out of context!” “Unfair!” “Untrue!”  


These are some of the most common reactions from companies in the heat of an ongoing crisis. Their knee jerk-response is almost always the same. “Tell our side of the story.” “Get the facts out!” Or, “Point to who’s to blame!” 

+ read more
September 26, 2017

News broke on Friday of yet another setback for tech giant Uber – this time, regulatory authorities in London declined to renew Uber’s license to operate in the city. (new York times article: https://www.nytimes.com/2017/09/22/business/uber-london.html)


+ read more
September 21, 2017
What did Equifax (EFX) executives know about the cyber hack of 143 million accounts and when did they know it?
+ read more

If crisis response is so obvious, why do so many people still get it wrong?


In a consumer-controlled, activist-driven, media-frenzied world, more and more industries and organizations are being put under the microscope. Flaws, real or not, are scrutinized and attacked. And you only have to take a look at the lines (or lack of) at your nearest Chipotle to see the impact of a true crisis on your bottom-line.

+ read more

On February 8, Chipotle closed all of its stores for a 

+ read more
June 18, 2015
Whole Foods Corrects its Brand Mistak
It’s hard to be a big brand these days, especially when you’re trying to communicate with millennials. With so many recommendations flying around, it’s easy to lose sight of your brand’s values in hopes of winning over a sought after audience.
+ read more
May 06, 2015




The best way to kill your brand new message strategy? Management by announcement.


We spend a lot of time developing effective message strategies. But we spend almost as much time making sure they stick. Making sure they become embedded throughout an organization. We see time and time again that simply unveiling the new direction often doesn’t get you there. An announcement isn’t enough. The good news? Getting a consistent, universally adopted, and long-lasting message is possible for any organization.


Here are 7 principles that will make sure your new messaging sticks:

+ read more
January 28, 2015

Often, our research will uncover gestures already taking place that internal communicators have overlooked as opportunities to improve perceptions of their brand.


Guard against these and you’ll uncover easy communication wins hiding in plain sight.

+ read more