Archives

The shock waves caused by United Airlines’ forcible eviction of a passenger from an overbooked flight have been heard around the world. But somehow they’ve bypassed the board room of United Airlines.

Some crises are meant to be embraced. What started out as an “oops” can actually turn into an opportunity. The screw-up at the Oscars is a great example and a good lesson in reputation recovery [...]

The year 2016 was a head-scratcher. Nothing went as expected. Elections in the US and Britain left pundits with open mouths. A product that took the social media world by storm – Vine – is headed [...]

Here’s one pillar of truth that will be left standing in the wreckage of the 2016 Presidential campaign: We believe anything that fits in with what we think we already know. Think of it as the [...]

There’s been entirely too much joy floating around about Brian Williams’ fall from grace. Folks are either wagging their fingers, fashioning comedic spin-offs or looking for ways to newsjack the [...]

KFC did the right thing when it attempted to make things right after one of their managers asked a 3-year old and her grandmother to leave because the child's scarred face with disturbing the [...]

GM can't recover from its crisis until it starts with an apology.

When crisis hits, your employees suffer.  When it’s time for recovery they are your most powerful weapon.  The LA Clippers provided us with the most recent and dramatic proof of that.  When the [...]

Today, Richard Sherman taught a class in crisis recovery. Yes, THAT Richard Sherman.  The Seattle cornerback who’s post-game, “I-am-the-greatest” rant drew so much criticism, showed us a [...]

Recovery Starts with an Apology.  And Melissa Harris-Perry’s recent apology showed us the way. If ever you want to see class, understanding and the right way to handle a misstep, I suggest you [...]