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Brian Solis, the person Salesforce calls a global innovation evangelist, hit the proverbial nail on the head with regards to the state of today’s customer service when he said, “Social media is about sociology and psycho

The collision of technology and privacy has become a hot topic internationally in the digital age. Consumers worry if too much of their personal data is being shared online, and others wonder if there’s any limit to wha

Another week, and the New York Times editorial team is still in the headlines, as the fallout continues over the publication of an op-ed by U.S. Senator Tom Cotton, which some Times’ staffers considered controversial. N

Not long ago, most retail market experts were forecasting the end of malls and their anchor department stores. More and more big brands were closing locations or going out of business altogether. Then came COVID-19 clos

Peter Drucker, popular management consultant and author, summed up leadership styles best with his quote: “Leadership is lifting a person’s vision to high sights, the raising of a person’s standards to a higher standard,

Whenever a brand or corporation is involved in a lawsuit, the public starts focusing on what the business is and has been doing in the past, which evolves into speculations and rumors that could easily lead to damaging t

Uber satellite under the rt.com Uber pillar. Original analysis written June 2020, in the early weeks of the corporate response to the Floyd protests. Re-read in 2026 with six years of dated outcome data — which corporat

Recently, the communications team at Franklin Templeton in NYC woke up in the middle of a PR Crisis. One of their employees was caught on camera in the now infamous “dog owner versus bird watcher” video. They had no war

Volkswagen is apologizing after a social media ad was called “racist” by some consumers. In the ad, a giant white hand initially shoves a dark-skinned man away from a Volkswagen car. When the man tries to hold his groun

It has become one of the most iconic performances in sports history: The Flu Game. During the 1997 NBA Finals against the Utah Jazz, Chicago Bulls megastar Michael Jordan scored 38 points, helping his team take game fiv

Delivering bad news can be tough, especially when the people getting the bad news did nothing wrong. That’s been happening a lot recently, as many companies, large and small, have been forced to lay off or furlough grea

Originally published May 11, 2020 covering the United Airlines memo to 11,500 workers. Refreshed June 2026 with the six-year retrospective on COVID-era labor communications. In May 2020, United Airlines HR head Kate Geb