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Nagging doubts over crisis management

I agree. It is true that similar examples are referred to very often, particularly of late. To Sarah Taylor: If it's not the Tylenol case, the likes of Perrier, Texaco, Sunny Delight, Toyota, and Starbucks and similar, are used as staple examples of "how to, and how not to" manage PR crises by commentators. Anyway, isn't every crisis argued to be "unprecedented, in this media age, where bad news travels so fast" in order to buy 1) offending companies and 2) their PRs a few days grace these days?! You can't really argue that there seems to be an overwhelming amount of substance to the way in which some of these companies have responded, which have been nothing if not predictable by the way. Consumers demand action that goes beyond token gestures or the (now) usual "we feel your pain and we are equally outraged" and "lessons need to be learned" rhetoric. For an industry that prides itself on its creativity, not to mention integrity, shouldn't we be expecting more? It seems consumers do.

Wed, 20 Feb 2013

4:15 pm