Beyond Philosophy

DECEMBER 5, 2016

In an exploding Newtonian way, any small ripple in reputation change (such as through a product recall, operating scandal, or executive miscue), brand performance or customer service can have a tsunami type effect. Wells Fargo Scandal. And the ‘long-tail’ of online social media commentary may make the damage last indefinitely.

Culture 98

Culture Customer Centricity Social Media Banking 98

Magellan Solutions

OCTOBER 8, 2018

According to Statista, 96 percent of internet users in the United States are scared of online hackers. Tenfold stated five examples of the United States’ biggest online breach in 2015: Hackers stole the data from 4.8 Tenfold stated five examples of the United States’ biggest online breach in 2015: Hackers stole the data from 4.8

E Commerce 40

E Commerce E-support Government 2014 40

QuestionPro Audience

APRIL 23, 2018

The internet doesn’t forget a scandalous situation. The company’s reaction is a huge contrast from last year’s infamous video-captured incident on a United Express flight, when a passenger was recorded being forcibly dragged out. STARBUCKS DID THEIR RESEARCH AND KNEW THEIR AUDIENCE.

Brands 68

Brands Social Media Events Culture 68

NetBase

JANUARY 9, 2019

Where is the crossover, and how could brands in these differing categories unite their audiences and help each other? One popular sporting goods brand definitely did – even while another athletic apparel company barely bumped on their CEO’s scandalous departure. Who else lost big points by failing to account for consumer sentiment ?

2019 45

2019 Retail Apparel Sports 45

ShepHyken

MARCH 23, 2018

For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits.

Communication 82

Communication Blog Leadership Airlines 82

transcosmos Information Systems

MARCH 5, 2019

of outsourcing deals originated from the United States, followed by the United Kingdom at 5.2%. In light of recent hacking scandals and other problems with data breach and misuse, there’s a predicted focus on privacy and security. The global market size of outsourced services in 2018 is at $85.6 Statista ). KPMG, 2017 ).

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2019 2017 2018 2016 75

Think Customers

NOVEMBER 4, 2019

million units in 2019, a 2.5 But in an industry marked by frequent recalls and scandals, it’s difficult to find a car company that hasn’t struggled to maintain customer trust at some point in its history. As a brand, Volkswagen has also had to regain customer trust after the massive emissions scandal of September 2015.

Automotive 40

Automotive Chief Customer Officer Transportation 2001 40

CSM Magazine

APRIL 5, 2019

In Europe, some €25bn of Volkswagen’s stock market value was lost when the emissions scandal first emerged.’ Let’s take one simple example – the video posted on YouTube by a Canadian singer whose $3,000 guitar was damaged by United Airlines. Enron’s accounting fraud saw its shares drop from $90 to $0.26

Airlines 40

Airlines Government 2018 Financial 40

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Within days, United’s stock price dropped by about $1 billion. A company’s reputation is shaped by public opinion.

Social Media 57

Social Media Airlines 2009 Financial 57

Customer Bliss

APRIL 25, 2017

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. That’s what happened with the United incident. Last week, I wrote a blog post about the employee experience side of the United incident. Episode Overview. Their earnings are dropping.

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Airlines Download Customer Experience Professionals Connections 128

Customer Bliss

APRIL 20, 2017

I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. Look for the United PostMortem podcast on Tuesday, April 25th on this site. The United incident and stakeholders. This will be Part 1.

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Social Media Airlines Financial Leadership 129

Comm100

NOVEMBER 27, 2017

However, if you are president of the United States, you may need to apologize to an entire country. This “scandal” came to be called “Antennagate.”. The fact that no one had yet complained about this train’s tardiness made this railway company’s apology that much more impressive. Bill Clinton.

Social Media 132

Social Media Brands Advertising Transportation 132

Hero Digital

FEBRUARY 7, 2020

Parks cited the Ivy-League schools accused of taking entrance bribes and Wells Fargo opening millions of fraudulent accounts in its customer’s names as examples of scandals that fostered mistrust. Parks also praised One Medical, a subscription service enabling patients’ access to any of its doctors in the United States with same day booking.

Airlines 52

Airlines 2019 Hospitality Healthcare 52

BirdEye

FEBRUARY 23, 2024

While operating independently, they’re united by a common goal: the organization’s success. In times of crisis, be it a PR scandal, a financial downturn, or an operational failure, effective crisis communication can mean the difference between recovery and disaster.

Communication 62

Communication Multi-Channel Culture Social Media 62

Grade.us

MARCH 20, 2018

General Motors agreed to pay $120 million dollars to settle claims from a major scandal. They also agreed to pay $35 million in penalties and forfeit $900 million dollars to the United States. What happens when the enterprise gets it wrong? Faulty ignition switches. Recalls happen every day, why such a steep price?

Management 38

Management Social Media 2014 2001 38

C Space

OCTOBER 1, 2018

For USAA in the United States and First Direct in the UK, going against the industry norm means reinstating a human touch – caring, compassion, connection – back into the financial sector. USAA and First Direct provide a connection.

Brands 40

Brands 2018 Airlines Wireless 40

Merkle

APRIL 2, 2019

As luck would have it, the keynote speaker at Data Summit was Chris Wylie, the whistleblower in the Facebook-Cambridge Analytica scandal. Edinburgh Meetup: Robots and Autonomous Vehicles April 4 @ 5:30 pm – 8:00 pm Merkle Aquila, 7 Conference Square Edinburgh, EH3 8AN United Kingdom. Is Data Science Free-to-Play or Pay-to-Win?

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Events 2019 Insights Technology 66