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What Can We Learn From United Airlines?

Normally I would say to get out in front of a brand crisis. “Take the lead and control the messaging,” is the advice I would normally give to a brand facing an issue in reputation management.

But in the case of United Airlines and their recent woes (as well as some other brands), I instead say to take a step back. Sure, there should still be communication on a timely and proactive basis, because “going dark” in these situations wouldn’t be a smart move. But on a parallel path, I would recommend that any brand take a step back and examine read more >>>

Source:: HuffingtonPost.Com

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