Why Your CEO’s Ethics are More Important Than Ever

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Leadership is under the microscope like never before While overall forced turnovers are in decline, the proportion of CEOs being fired for ethical issues is on the rise. The percentage remains relatively low, but the trend is one all organizations should be aware of. The US and Canada have seen the …

Why You Need the 3 C’s of Credibility in Your Communications

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3 simple items guaranteed to improve your messaging Credibility. It’s what every communicator strives for, especially when you’re discussing a crisis situation. And, it’s what many communicators fail to achieve – not through lack of speaking or writing skill, but because they’ve presented the information without demonstrating the Three C’s. The …

2017 Harris Reputation Quotient Ratings Reviewed

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Learning from the success, and mistakes, of others Though there’s always a bit of debate over precisely how they’re measured, annual polls like the Harris Reputation Quotient are useful because they track shifts over time. For crisis management consultants this is an excellent opportunity to study how tactics of all …

United Gets its Act Together

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Latest statement is the first step to recovery for the troubled airline After a…turbulent (so sorry, couldn’t resist) couple of weeks, United finally has its head on straight. The company’s 4/27/17 press release was on the money, and although it can’t undo the mistakes that came before it can set the …

Volkswagen Still Paying for Emissions Scandal

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A federal judge in Detroit Friday signed off on what could be one of the last big developments in the Volkswagen diesel emissions scandal, ordering the German maker to pay a $2.8 billion criminal penalty negotiated as part of a settlement with the U.S. Justice Department last January. The ruling …

Case Study – Loss of Corporate Headquarters

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[Editor’s note: This case study comes to us courtesy of our colleague David J. Discenza, president of Discenza Business Continuity Solutions.] The Situation: A Fortune 100 financial services firm located in lower Manhattan, NY, requires each of its business units to run an annual table-top exercise of its business continuity plan. …

Guest Post: Weasel Words Scream Insincerity

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[Editor’s note: The following guest blog came to us from David Kalson, Partner, Beacon Advisors in reaction to our Feb. 28 newsletter “PwC Steps into La La Land”. If you have thoughts on crisis management and would like to share reach out to [email protected].] In his Feb. 28th newsletter, Jonathan Bernstein pointed out …

Chipotle’s Crisis Management: Road to Recovery

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Can the burrito chain finally call a wrap on its lengthy crisis? Chipotle Mexican Grill Inc’s (CMG.N) sales rose for the first time in five quarters as the burrito chain’s efforts to bring back diners after a series of food safety lapses start to pay off. The company said sales …

Guest post: Why Government cyber crises matter

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[This guest post comes to us from frequent contributor and colleague Tony Jaques. Today, he looks at the difference between government and private sector cyber crises, and how government breaches impact us all.] Cyber crises are hardly unusual. But when government computer systems fail, the social, political and financial impacts …

Samsung’s Crisis Management Makeover – Part 2

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Next steps and hurdles to recovery “A reputation once broken may possibly be repaired, but the world will always keep their eyes on the spot where the crack was.” — Joseph Hall Samsung did well painting a picture of an issue that’s been thoroughly researched and resolved, but the proof is …

Samsung’s Crisis Management Makeover – Part 1

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What changed and why it matters I think “about damn time” sums it up well. Though we criticized Samsung’s initial effort for its slow roll of damaging information and lack of compassion, it’s clear the electronics giant made a choice to directly address its reputation issues. The package it put out today was …