Delivering bad news is one of the biggest challenges managers face. How can you deliver bad news in a way that minimizes the damage? Here's a short plan for announcing...
Organizational culture an important part of change management All change in organizations is challenging, but perhaps the most daunting is changing culture. There are at least two reasons for this:...
Capture complaints through social media It’s no secret that customers around the world are using social media voicing their opinions about brands they like (or dislike). That's why more and...
The psychology of change management Change management needs a SEE-FEEL-CHANGE approach The first error in change management is failing to emphasize the gravity of the situation. Failure to create a...
How to hold people accountable Everybody, somebody, anybody, and nobody Does this little story sound familiar? This is a story of four people named Everybody, Somebody, Anybody, and Nobody. There...
Social media isn’t as easy as it looks - Chrysler had to realize that. The official Twitter account of Chrysler brand vehicles dropped the F-bomb in an update from an...
More and more companies are embracing social media like never before, taking to Facebook, Twitter and other tools in droves to connect with the customers of tomorrow - but it's...
More and more companies use YouTube to apologize More and more companies use social media and in particular Youtube to apologize to their customers and as a key tool in...
If you joined the rest of the world in cringing at the Domino’s Pizza social media PR disaster a couple of years back – Taco Bell seems to be pointing the...
Respond in the medium that the complaint originated “Does negative social media hurt business?”, "Did social media attack harm BP’s bottom line?" - Is any publicity, good publicity? It depends...
A growing scale internet users are tapping social media sites to seek support for what they see as unfair company practices Social media harnessed the support - and donations -...
There is no brand immune to a negative event ......... it happens, that’s life and most companies plan for this to happen by developing action plans and the like. But...
