Crisis Communications: A Spot on the Communicators’ Wall of Shame

BP’s Tony Hayward doesn’t get it.   In crisis communications terms, his words are a like a giant oil spill themselves, coating the media waters with arrogance, stupidity and leaving the impression that no one really is taking charge of this extraordinary catastrophe. A New York Times article today suggests that he’ll probably be fired before this is all over.

Customer Service: Just Ask Me But Ask Right

Recently, I got a call from a survey company asking me “a few” questions about local hospitals (it was more like 30).   As someone who often conducts such customer service surveys on behalf of clients, I decided to participate.  It was clear after a short time that the survey was about a specific local hospital trying to understand its reputation in the minds of potential consumers and how they make decisions about which hospital to select when they need one.

By |2018-06-13T10:00:28-04:00May 17th, 2010|Categories: Audience Engagement|Tags: , , , , , |0 Comments