I’m an entrepreneurial twenty three year old, part of the team at we are social, a conversation agency based in London.
On this site, I blog mainly about communication, design, technology and the arts, and their impact on society. I also write the Skype blog.
Contrition, commitment, compassion and candour.
The latest segment of the largely trite but vaguely amusing 33 Thoughts booklet was dumped on my desk with the FT this morning. Mostly fairly inoffensive light reading, it does, however, contain the occasional morsel of interest, including these four Cs of surviving a consumer crisis:
Contrition — taking responsibility is key; Johnson & Johnson lost $1bn US when cyanide was added to their Tylenol painkiller, but managed to regain trust after a concerted effort to improve packaging.
Commitment — dedicating resources to solving the problem, no matter what, is expensive, but often unavoidable.
Compassion — the personal touch can be a winner; Johnson & Johnson bosses were caught on camera crying at the funerals of cyanide victims.
Candour — don’t do an Exxon-Mobil ‘no comment’ after something like Valdez.
33 Thoughts, advice, communications, consumer scares, consumers, crises, emergencies, Financial Times, FT, PR, transparency
I’m an entrepreneurial twenty three year old, part of the team at we are social, a conversation agency based in London.
On this site, I blog mainly about communication, design, technology and the arts, and their impact on society. I also write the Skype blog.