At least you can yank things off the internet…

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Posted By Benn

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One of the great things about online and digital advertising/ marketing is how responsive it can be. The fairly recent BA T5 ads were great as they streamed almost live images of the queues at the airport to show you that things were back to normal (or not). There was also a lot of effort ... Read more

The two approaches to a consumer crisis

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Posted By Neoco

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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/