Tag: crisis communications

INTRODUCTION

Every company faces challenges, and the way they handle them can strengthen or hurt their reputation. Roku customers have been facing a bug in the system that causes the remote to skip channels and program selections (sources 1, 2 and 3). However, several weeks into the issue, Roku has yet to publicly acknowledge the bug.

The consequence for Roku is that it appears to the public as either 1) oblivious to the bug, 2) uncaring, and/or 3) silent about any fixes. None of those situations is helpful to brand reputation.

Let’s explore what companies like Roku should do in these situations. Continue reading “When a Company Doesn’t Acknowledge a Software Bug” →

INTRODUCTION

The customer is not always right. Unfortunately, in our litigious society, customers may sue your organization for their own actions, whether due to an accident or their own negligence.

A family is suing Royal Caribbean for the accidental death of their toddler. The toddler’s grandpa put the toddler on the railing of an open window, and she fell through. This is an area that the toddler could not have reached on her own. 

Meanwhile, a toddler sneaked onto a conveyor belt behind a Spirit Airlines ticket counter at Hartsfield-Jackson Atlanta International Airport. The mother, who said she looked away from her son “for one second,” has not indicated yet if she’ll sue.

How can Royal Caribbean and Spirit Airlines avoid taking the blame for these situations?