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!”
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.
February 26, 2016
A few weeks ago, the National Review tried to take down Trump with a parade of reasoned opinions about why he is not a real conservative. The net effect: zero.
Jeb! Bush relentlessly attacked Trump for being a bully: a chaos candidate who was trying to insult his way to the presidency. He’s now watching the election from his couch.
February 10, 2016
When it comes to building—or rebuilding—corporate and industry reputations, I hear three questions most often:
1. How do we position ourselves as innovative?
2. How do we get credit for all the good we do?
3. How do we respond when our company faces controversy?
These questions are not easy to answer. In the post-trust era we live in, where the public is skeptical of every message from large companies, it’s easy to come off as irrelevant, insincere, or arrogant.
September 17, 2015
According to one tweet last night, “the Republican debate has now entered day six.” It was a long one indeed. And you have no doubt already seen 8,000 assessments of the winners and losers.
For us, it’s all about the language. Which lines will shape the narrative going forward. Which words impact how we view a candidate. And which are just irresistible. Fortunately, there was plenty of good language to choose from.