What all brands should learn from TSB’s self-inflicted reputational damage

The tragedy of TSB’s botched IT upgrade is that the bank has made things far worse for itself by handling the situation so badly.  The Daily Mail headline “Totally Shambolic Bank” summed up the situation for tens of thousands of customers who, two weeks on, continue to complain that they can’t access their bank accounts.  Ironically, TSB’s communication has been

Are you a spokesperson-bot?

When Theresa May was christened “the Maybot” by a Guardian columnist in 2016, the name stuck.  By speaking in anti-soundbites like “Brexit means Brexit” and “I’m focusing on delivering article 50” the Prime Minister failed to convey any meaning, allowing (forcing?) others to come up with their own interpretation. An absence of clear messaging usually backfires.   Spokespeople who spout incomprehensible

How to grab a Royal share of the news…

There is no better news story to lift the nation’s spirits than the birth of a royal baby, enhanced shortly after with the wedding of Prince Harry and Meghan Markle. This double whammy of feel-good blanket editorial coverage will gather pace in the coming days and weeks, and many brands out there will be thinking of creative ways to become