Tag: Crisis

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

Facebook’s crisis handling – epic fail

Facebook’s response to the Cambridge Analytica data harvesting scandal is proving remarkably inept. The dynamite revelation by a whistleblower, that the data of 50 million users was mined without their consent and used by a political consultancy, threatens the very future of the social network.  Yet it has taken five days for Facebook founder Mark Zuckerberg to issue a statement. 

Will Oxfam survive its #MeToo crisis?

As the shockwaves of Oxfam’s sexual misconduct scandal continue to reverberate painfully throughout the NGO sector and beyond, the charity’s very survival is in doubt.  This horrifying story is a brutal wake-up call.  Even an organisation built on more than seven decades of inspiring, selfless work by employees, volunteers and supporters can see its reputation quickly trashed when its response