Monthly Archives: June 2010

Sporting Reputation

Published on 30th June 2010 by . Leave a Comment

Organized sports are about presenting a level playing field for competition. When the public believes matches are fixed, it destroys that image and significantly hurts the reputation of the league and sport as a whole. In an article for the latest Crisis Management newsletter, Jonathan Hemus takes a look at how officials with the International Cricket Council brought their efforts up to par. A quote:

Before match-fixing erupted in Cricket, it’s fair to say that the ICC’s approach to reputation management fell short of best practice.  But with its subsequent deeds and words, it successfully managed the crisis on its doorstep.  In doing so, it fulfilled some of the key criteria of issues management.

Jonathan’s article goes on to describe the crisis management steps which, although in this case used by a Cricket league, are effective for just about any organization.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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New Crisis Manager

Published on 29th June 2010 by . Leave a Comment

The newest Crisis Manager newsletter is now up on the BCM website. This week, UK crisis communications and reputation management expert Jonathan Hemus gives readers a look at a successful case of crisis management in the world of Cricket. Following that, Jeff Chatterton examines one of the most difficult tasks any communicator faces – speaking with the enemy.

As always, the Crisis Manager newsletter is available free to your Inbox, just click here.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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BCM Site Launch

Published on 27th June 2010 by . Leave a Comment

We are very excited to announce the official launch of the new Bernstein Crisis Management website! Every page has been redesigned from the ground up, and we invite you visit us and let us know what you think. Of course, the BCM site still offers a huge selection of professional crisis management articles, along with every issue of our acclaimed “Crisis Manager” newsletter, free of charge. To view the new page and get access to all this content and more, visit http://www.bernsteincrisismanagement.com.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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McDonalds Does Crisis Management Right

Published on 25th June 2010 by . Leave a Comment

In a year where major corporations are making blunders right and left, McDonalds went against the grain and pulled off a highly successful recall of tainted “Shrek” glasses sold as part of a promotional offer. Not only did McDonalds make things right, they went above and beyond, as this quote from a Time article explains:

“It was pretty brilliant,” says Sophie Ann Terrisse, CEO of STC Associates, a brand-management firm, of the McDonald’s response. “They came clean right away, and not only did they do what customers expected, they did more.”

To wit: for every consumer who returns one of the 7.5 million Shrek glasses the company says it sold, McDonald’s is offering a rare premium above the purchase price: a $3 refund for an item that cost $2.49 as a stand-alone purchase, and $1.99 with a purchase of food. “You’ve got to give them credit for turning the recall into a value proposition,” says Terrisse.

Giving back more than customers actually paid is practically unheard of in the retail world, but by doing so McDonald’s has made clear that, for them, crisis management and consumer protection comes first.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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Ignoring Crisis Management

Published on 24th June 2010 by . Leave a Comment

Spirit Airlines must believe in the old saying “There’s no such thing as bad publicity.”

How else to explain its woeful response to a pilots strike that has grounded the airline since Saturday?

“They aren’t doing anything to get us on any other flight,” said disgruntled passenger Joe Rose, of Sturgis, Mich., on Monday. “The only thing they did was threaten to have us kicked out of the terminal and arrested.”

This quote, from an article in the Sun Sentinel, is a perfect example of what happens when an organization completely neglects crisis management. It’s more than obvious that in any business that employs a unionized force there is danger of a strike. Having no contingency plan for passengers is nothing short of irresponsible, and Spirit Airline’s reputation will suffer because of it.

The BCM Blogging Team
http://www.bernsteincrisismanagement.com/

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