Own Your Errors and Do Not Fauxpologize
When mistakes were made, why so many business execs and CEOs have an apology allergy, and what to do instead.
How Reese’s Took On Its Critics and Won
When customers took Reese’s to task for a disfigured batch of holiday candy, Reese’s fired back with an endearing and clever response.
The Chicago Tribune Pays Tribute to Boston Marathon Tragedy
On Monday, April 15, 2013, the eyes of the world turned to Boston as tragedy struck the Boston Marathon. As the city turned to social media sites for information and to check in on friends, brands were faced with an important decision – what to do. While many companies posted heartfelt responses on their social […]
It’s Time for Real-Time
When I was a kid, I set a few goals: Having a laundry chute (I’m easily amused) Having a pool table Owning my own company Learning to play guitar Writing a book The first three I got handled pretty easily. Turns out, I’m totally non-musical, so that guitar thing is going to be tough. But, […]
What BP Can Learn from Umpire Jim Joyce
We don’t ask for much, really. We may be the least vindictive, grudge-holding society ever. For the most part, we’ve forgiven Tyson, Clinton, Nixon (my father-in-law is still a hater), Tylenol and about 63,157 other transgressions. We’ll forgive Roger Clemens. We’ll be okay eventually with Mel Gibson. Same thing with Marion Jones. And Tiger. But […]
Panic in the Aisles – Airborne Social Media Lessons
I was on a flight home from Kansas City last week when a bit of condensation apparently emitted from the air conditioning as we were preparing for take-off. A passenger shouted “there’s smoke in the plane” followed by a second passenger, then a third, etc. The flight attendants were a bit stunned and immediately got […]
4 Brand-Saving Recommendations for Social Media Crisis Management
Is today your Domino’s? Social media can both create and solve crises, and the incredibly fluid nature of social conversations requires brands to be on a constant state of readiness. In April, two Domino’s employees created a foolish and disgusting video, and posted it to YouTube, setting off a firestorm of coverage on Twitter. It […]