I loved Southwest Airlines. Until now. This once trusted brand has shaken my confidence and that of so many others. When a trusted brand like Southwest lets so many people down, the costs to reputation and to repair the damage are high. Businesses and nonprofits alike would be wise to learn from their mistakes. Here are a few tips.
It’s 3 p.m. on a Friday afternoon and a crisis is unfolding. A reporter has heard that your CEO is about to be indicted for embezzlement. Or there has been a terrible accident at one of your offices and someone is gravely injured.
The earthquake in Japan and dangerous situation at the Fukushima nuclear power plant reminds us of how quickly and suddenly disaster can strike. Compounding the terrible human tragedy is the sense that people do not trust the information they are receiving and feel that the power company is not telling them the truth.
