Archive: Apology

I Want You Back: Restoring stakeholder trust after a crisis

21 May 2015 by Justine Touaux

How do organisations go about winning back stakeholder trust following a crisis? In early 2015 Anthem, a US healthcare company, became the latest organisation to fall victim to a cyber-attack, with hackers accessing data belonging to around eighty million people. Anthem‘s response strategy, which centred around a statement issued on behalf…

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My bad?

21 May 2013 by Howard Gossington

Watching the online meltdown of Amy’s Baking Company (after owners Amy and Samy proved too much of a kitchen nightmare even for Gordon Ramsey) was a vivid (and, ok, entertaining) reminder that saying sorry is rarely easy for us humans. And while Amy and Samy’s apparently enraged, hysterical rebuttals only…

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