October 16, 2017
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.
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!”
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)
June 06, 2016
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.
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: