Tag: media

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

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