When pushing out content that potential customers of a brand will see, how much thought are you putting into the message? Sure, there is the part of the process that involves writing copy — but what sort of voice does t
Originally published September 11, 2019 covering the Capital One breach response after the July 2019 disclosure of approximately 100 million customer records compromised. Refreshed June 2026 with the seven-year retrospe
The help link on your website can do a lot more than answer questions. Done properly, it can generate more leads and business to you. Some customers aren’t ready or just don’t want to talk directly to a representative.
When a sports figure faces backlash, the window to shape the narrative closes within hours. Speed, directness, and acknowledging harm before defending intent — the playbook.
A cursory Google search for “marketing tips” yields a predictable number of articles promising the secrets to effective marketing and the best practices for winning the marketing game for a leg up above the competition.
When major toy company Mattel received a letter from an anonymous whistleblower, the decision was made to get out ahead of the story. The company announced it had received a letter with the explanation that the company
Virgin Galactic is not selling spaceflights. It is selling a story — and it built the story before the product existed. A case study in how to launch a category.
The world is about to find out if TV celebrity Todd Chrisley “knows best” about crisis communication. The reality TV star, patriarch of the family portrayed on “Chrisley Knows Best,” has been indicted on tax evasion cha
If there is anyone who can lay claim to the title “ultimate male opera singer” apart from Luciano Pavarotti, that may well be Placido Domingo. One of the most powerful brands in international opera for decades, Domingo
Listen, we get it. We live in an age heavily, perhaps even slightly unhealthily, reliant on technology. For those who find themselves employed by an industry that relies on technology for most of its functionality (thin
One of the hottest and most divisive news stories coming out of the far east this past week was the ongoing “pro-democracy demonstrations” in Hong Kong. Waves and waves of people, mostly students, are out in the streets
It happens to even the best, most well-known brands. A simple social media missive gone wrong can be enough to ignite an explosive chain reaction of negativity and poor public perception. For a brand that was only seeki