Watching the crowds at Heathrow and St Pancras waiting for planes and trains respectively has got me thinking about the way brands communicate when there’s something wrong. In each case, the news has been filled with disgruntled passengers bad mouthing their chosen travel companies, frequently because of the lack of information that they have been ... Read more
There are two approaches to a consumer crisis.
Put your fingers in ears, close your eyes and repeat ‘la-la-la-la-la’. This is what we now call the ‘BA’ approach or ‘T5′ syndrome
The alternative is to actually engage with the consumers. This is the braver but ultimately much more competent approach. Look at American Airlines ‘Crisis’ blog: http://www.womma.org/blog/2008/04/a-look-at-american-airlines-crisis-blog/