Drive On

Uber’s announcement that its much maligned founder and CEO Travis Kalanick was stepping down couldn’t come soon enough for many fans of the ride service.  The “toxic culture” he allegedly created and… Read More

Crisis at The University of Texas

I was proud of my alma mater, The University of Texas at Austin, when recently it was forced to deal with the first homicide on campus in nearly 50 years…. Read More

United’s Apology—You Need to Get It Right the First Time

Like many frequent United travelers, I received a note via email from United Airlines CEO Oscar Munoz on April 17. In my forthcoming book, Brand Under Fire, I describe the… Read More

When You Mess Up, Fess Up

In my forthcoming book on crisis management, I describe the six stages of crisis. This week United Airlines went from Stage 4, “Escalating Flow of Events,” to Stage 6, “Bunker… Read More

United Airlines’ Twitter Turbulence

I always advise companies to make sure their communications have the right voice. That is, don’t sound like an overbearing, cold corporation if your goal is to project a warm,… Read More

The First 10 Things To Do In A Crisis

When a crisis strikes, how you respond can be just as important as the crisis itself. A quick response that reflects your authenticity and transparency will help you build trust… Read More

Another Fukushima Tsunami – Minus the Crisis

Two weeks ago another earthquake and tsunami hit Fukushima, Japan. This was the area that experienced the country’s largest quake and tsunami in recorded history in 2011, resulting in catastrophic… Read More

#TrudeauEulogies

The death of Fidel Castro has brought a range of reactions from people around the world. None more explosive online than the #TrudeauEulogies, prompted by the Prime Minister of Canada’s… Read More

A Major Setback for Samsung

Samsung decided to bench the Galaxy Note 7 this week rather than risk a potential strike three with consumers. As airline travelers know all too well, the Samsung smart phones… Read More

A New, Big Problem for the Little Creamery in Brenham

Barely a year after the listeria outbreak at Blue Bell Creameries that caused three fatalities, the company is again dealing with product contamination. “Out of an abundance of caution, we… Read More