I collect examples of dreadful communications. Every large company at some point drives off the communications road of common sense and ends up as a piñata on social media. When United Airlines baggage handlers “mishandled” a guitar back in 2008 and United refused to reimburse the passenger, the company had no clue that the …more
The communications controlled by a company during a crisis – not the media coverage – provide the best indicator of competency (or lack thereof). If you can’t get the communications under your control right, you have zero chance of winning over others to carry your story forward. That’s why I characterized Toyota’s crisis communications as amateur hour. The company’s first open …more
I skewered Toyota earlier in the week in the post “Open Letter to Toyota Customers Hits Pothole.” Instead of addressing the issue head on, Toyota started the letter harking back to its 50-year heritage. The narrative went downhill from there. I don’t think Toyota was particularly proud of the letter either given it’s no longer …more
You know the Toyota debacle has reached a new low when it snares Steve Wozniak. And Woz’s issue isn’t even with the sticking gas pedal (the darn cruise control was malfunctioning). I think it’s fair to say the timing for this celebrity endorsement isn’t ideal. To ensure the “we-care” message reaches the masses, Toyota crafted …more
