The Internet Newsletter about Crisis Management 
 Editor: Erik Bernstein 
 Publisher: Jonathan Bernstein

"For Those Who Are Crisis Managers,
Whether They Want to be or Not"

2013 Jonathan Bernstein

Lululemon Fails to Make Lemonade      

Volume XIV, Number 21

November 14, 2013    

Just a Thought    


"People don't care how much you know until they know how much you care."  


Mark Twain         


From the Editor  


We discussed not one, but two separate crises for yoga outfitter Lululemon on our blogs this past week, giving the company the dubious honor of becoming one of the few organizations which have had completely separate crises close enough together to be featured in the same newsletter.
The most damaging was, of course, CEO Chip Wilson's disastrous Bloomberg interview, which outraged women pretty much everywhere and has led to major fallout across Lululemon's social media presence.
Obviously an apology was in order, but when we saw the one below, posted to YouTube last Friday, we knew right away the company was headed for more of the same.

A message from Chip Wilson.
A message from Chip Wilson.

First off, Wilson completely lost me 12 seconds in when he practically rolled his eyes while telling everyone how very, very sad he is. 

So, he's sad, sad that his company faced repercussions from his actions and sad that the people at Lululemon had to take the brunt of the anger from stakeholders. He takes responsibility for the impact...but only on employees, and he makes certain to tell everyone at Lululemon they're above participating in the discussion thousands of their stakeholders are having right now.

Uhm...where was the apology exactly? 

Wilson completely and totally ignored the audience he angered with his comments during the Bloomberg interview, failing to address them once or show a single drop of compassion for anyone but himself and his company.

Lululemon had the perfect opportunity to make lemons out of lemonade here, and utterly failed to do so. 

Inviting women of various shapes and sizes to focus group and assist the company in bettering their product, a campaign aimed at encouraging everyone, regardless of body type, to get out there and exercise, these are just a couple ideas off the top of my head. I'm certain a good PR team could have dreamt up an amazing list of ways for the Lululemon brand to show just how much it cares about keeping everyone fit and helping them to enjoy yoga together

Instead, they did none of this, making it pretty clear Wilson, and the shot callers at Lululemon, simply don't care as long as they're still raking in the dough. 

If you like what you see in this ezine, please pass it on to others by using the "Forward Email" link at the bottom of the ezine and tell them to subscribe! 

(Note: If you just "Forward" using your own email program's "Forward" function and your recipient thinks they're being spammed, they can click on the Opt Out link and opt YOU off the list. So use the "Forward Email" link, please.) 

Thank you, and read on.


          - Ed.
Interested in repurposing BCM articles
or blog posts?


Would you like to share a post with your audience, reprint one of BCM's how-to's for office use, or take students through a set of case studies?  


We're happy to give permission for material to be repurposed in just about any way you'd like. Simply submit a request to jonathan@bernsteincrisismanagement.com.

By Erik Bernstein

Our blogs on the Bernstein Crisis Management page and at the Free Management Library are constantly being updated with news, case studies and information about everything crisis management. Here's a rundown of just a few of our most recent posts:


One of The Advantages of Multimedia Crisis Management is it really helps your communications stand out from the vast amount of information that's coming at us each and every day. Consider using this powerful tool instead of putting out yet another boring press release.


Keeping up with information about the tools and services you use most is a vital part of any crisis management routine. Did you catch all of these figures from Social Media in 2013?


Crisis Management Quotables...on Finding Opportunity takes a lesson in turning lemons into lemonade from the surprisingly insightful Marilyn Monroe.


In Crisis Management Time for Lululemon after Dallas Store Bashes Charity we explain something we really shouldn't have to - it's not now, nor will it ever be, OK to talk down on a charitable cause to promote your own brand. This is actually just the first of TWO ugly situations in which the yoga outfitter recently landed itself! 


Lululemon's CEO: The Nightmare Spokesperson tells the nightmarish tale of a CEO with a runaway mouth and no media skills whatsoever. 


A new study shows many U.S. Schools Neglecting Disaster Crisis Management; certainly a worrisome thought for the parents out there!


We've seen cases where celebrities have caused trouble for the brands with which they partner, but Barneys Puts Jay Z Between a Roc and a Hard Place explains how it can go both ways as we examine the situation the Roc-A-Fella records founder landed in as a result of Barneys facing charges of discrimination in its retail stores.


Social media, and especially Twitter, has cemented its role as the go-go medium for disseminating information on developing crises. Officials Turn to Twitter for Crisis Management after LAX Shooting takes a look at how emergency responders and airport staff kept the public informed during a frightening and chaotic event.


The most vulnerable point of access to your data isn't a computer, but a human being. When it comes to the powerful hacking strategy known as Social Engineering - You Are the Weakest Link.


Apropos of Nothing

Social Media Training


Want to get your feet wet with social media but don't know where to start? Maybe you have accounts, but aren't sure what to post, or how to reply?


Being active on social media is a must these days, but you have to do it right. Erik Bernstein, Bernstein Crisis Management's Social Media Manager, now offers social media training sessions in person or via Skype for groups and individuals.  


For questions or pricing info, please email erik@bernsteincrisismanagement.com 


Bernsteins Available to Deliver Free Guest Lectures, Q&A Sessions


Jonathan alone, or the team of Jonathan and Erik Bernstein, are available at no charge to deliver guest lectures and host Q&A sessions with college classes via Skype or Google Hangout. Our latest presentation was to a graduate-level Healthcare Marketing course at Cal State Long Beach.    


The lectures are fun for both us and students, and we're more than happy to allow recording for your future use. All you need at your end is a single computer with webcam and a strong broadband connection for us to appear in your classroom in real-time.   


Contact us for more info!


Attention Corporate Boards of Directors (and those who serve them). 


If you're connected with a corporate board of directors in some way and think that board would benefit from having a veteran crisis management pro amongst its membership, please contact me. -- Jonathan


Business Announcements
(aka blatant self-promotion) 



Are your employees putting your company at risk?


Most people don't recognize a well-crafted online phishing scam when they see one, and that's exactly what cybercriminals count on.


With more than 500 million phishing emails being sent every day, and the increasing use of uncontrolled environments for accessing and sharing sensitive data, the need for proactive training has never been greater.


You can help your organization fight back by changing the way security training is done. Here's our process:


  • Assess: Even before training begins, a simulated attack is launched on your employees. This not only helps you to assess current vulnerabilities, it also helps motivate employees to learn because they immediately realize how susceptible they are to an attack.  

  • Train: Our tactile approach to learning is proven to reduce employee vulnerability. Each 10-minute interactive and game-based module presents realistic examples and practice to engage your employees, improve their cyber security knowledge, reinforce learning, and measurably change their behavior.  

  • Measure: Data collected during training enables you to measure and report on the progress of your employees' learning. You'll know which employees are strong, and which are weaker in their cyber security knowledge - not just whether they completed the online training.


Don't let your employees fall for phishing scams hook, line, and sinker. Teach them how to recognize      and avoid today's most advanced attacks before it's too late.


Learn more! Our always-available, cloud-based training content is available in 7 languages. For pricing and demonstration information, contact erik@bernsteincrisismanagement.com



Expanded Crisis Manager Bookstore 


We've recently expanded the Crisis Manager Bookstore to include offerings from esteemed colleagues like Melissa Agnes, Gerald Baron, Chris Syme and Jim Lukaszewski that cover topics from crisis communication and traditional PR to social media and cutting-edge crisis management.  We'll be adding other authors we admire in the weeks ahead. 

Visit the new Crisis Manager Bookstore to see all of the  material available now!



Keeping the Wolves at Bay: Media Training 


Book Cover JPG

Learn how to deal with traditional or social media during a crisis in this educational and entertaining guide from Crisis Manager publisher Jonathan Bernstein. $25 for the hard copy and $10 for the PDF.


Head to the Crisis Manager Bookstore for more information and/or to purchase.





Manager's Guide to Crisis Management



Whether you're a seasoned manager, aspiring up-and-comer, or student of crisis management, Jonathan Bernstein's textbook, Manager's Guide to Crisis Management (McGraw-Hill, 2011) will put you in control of any situation. 






Looking for a Turn-Key Social Media Solution?


Missing out on all the promotional, SEO and reputation management advantages of being active on social media platforms? Hire someone to be your voice...like Erik Bernstein, editor of Crisis Manager. He's the one largely responsible for keeping the Bernstein Crisis Management website and social media accounts highly ranked and popular and can do the same for you, while creating a set of valuable social presences that can be turned over to your full control at any time



More info:erik@bernsteincrisismanagement.com.


Guest Authors

Guest authors are very welcome to submit material for "Crisis Manager." There is no fee paid, but most guest authors have reported receiving business inquiries as a result of appearing in this publication. Case histories, experience-based lessons, commentary on current news events and editorial opinion are all eligible for consideration. Submission is not a guarantee of acceptance.


About Us

 Erik Bernstein

Jonathan Bernstein is both publisher of Crisis Manager and president of Bernstein Crisis Management, Inc., a national crisis management public relations agency providing 24/7 access to crisis response professionals. The agency engages in the full spectrum of crisis management services: crisis prevention, response, planning & training. He has been in the public relations field since 1982, following five-year stints in both military intelligence and investigative reporting.

Write to Jonathan at: jonathan@bernsteincrisismanagement.com.

Erik Bernstein is editor of Crisis Manager and is also Social Media Manager for Bernstein Crisis Management, Inc.

Write to Erik at: erik@bernsteincrisismanagement.com.


Legal Disclaimer (aka the small print)

All information contained herein is obtained by Jonathan Bernstein from sources believed by Jonathan Bernstein to be accurate and reliable. 


Because of the possibility of human and mechanical error as well as other factors, neither Jonathan Bernstein nor Bernstein Crisis Management is responsible for any errors or omissions. All information is provided "as is" without warranty of any kind. Bernstein Crisis Management and Jonathan Bernstein make no representations and disclaim all express, implied, and statutory warranties of any kind to the user and/or any third party including, without limitation, warranties as to accuracy, timeliness, completeness, merchantability, or fitness for any particular purpose.  


Unless due to willful tortuous misconduct or gross negligence, Jonathan Bernstein and Bernstein Crisis Management shall have no liability in tort, contract, or otherwise (and as permitted by law, product liability), to the user and/or any third party.  


Under no circumstance shall Bernstein Crisis Management or Jonathan Bernstein be liable to the user and/or any third party for any lost profits or lost opportunity, indirect, special, consequential, incidental, or punitive damages whatsoever, even if Bernstein Crisis Management or Jonathan Bernstein has been advised of the possibility of such damages.  


A service of this newsletter is to provide news summaries and/or snippets to readers. In such instances articles and/or snippets will be reprinted as they are received from the originating party or as they are displayed on the originating website or in the original article. As we do not write the news, we merely point readers to it, under no circumstance shall Bernstein Crisis Management or Jonathan Bernstein be liable to the user and/or any third party for any lost profits or lost opportunity, indirect, special, consequential, incidental, or punitive damages whatsoever due to the distribution of said news articles or snippets that lead readers to a full article on a news service's website, even if Bernstein Crisis Management or Jonathan Bernstein has been advised of the possibility of such damages. Authors of the original news story and their publications shall be exclusively held liable. Any corrections to news stories are not mandatory and shall be printed at the discretion of the list moderator after evaluation on a case-by-case basis.


In This Issue
Just A Thought
BCM Articles/Blogs for Reprint
Apropos of Nothing
Quick Links


BCM Blog

Management Library Crisis Management Blog

Connect with Bernstein Crisis Management

Like us on Facebook View our profile on LinkedIn Find us on Google+

Follow Jonathan

Follow us on Twitter View our profile on LinkedIn Find us on Google+

Follow Erik

Follow us on Twitter View our profile on LinkedIn Find us on Google+