Sonos angers its customers with a tone-deaf email. Then it recovers.

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When you have a difficult decision to share, it matters a lot how you communicate it. Sonos proved this by annoying its customers with a message about obsolescing products, then turning around and making things better the next day. The original Sonos post was offensive Here’s the hard fact: technology products become obsolete. After a … Continued

“Crisis Ready” by Melissa Agnes is a truth bomb. Go read it.

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Why do companies behave so stupidly in a crisis? Now that I’ve read Melissa Agnes’ new book Crisis Ready, I understand. It’s because they didn’t have a proper crisis program in place. Crisis Ready is a terrific combination: accessible and entertaining, but full of practical advice. I found myself highlighting passages on ever page. Here are a … Continued

New Equifax CEO Paulino do Rego Barros Jr. finally gets it right

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Equifax interim CEO Paulino do Rego Barros Jr. published a piece in the Wall Street Journal about his company’s response to its data breach. The tone and substance are ideal. Why does it always take at least 3 tries for a company to get its apology and reaction right? The Barros Op-ed works because it’s sincere, … Continued

At LinkedIn and Carrier, videos, jobs, and trust in a crisis

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Recently, the CEO of LinkedIn, Jeff Weiner, explained the company’s future in the wake of a 45% drop in the company’s shares. At around the same time, an executive at Carrier air-conditioner factory explained that 1,400 people would lose their jobs. It’s clear from the videos that the LinkedIn leader was successful, while the Carrier executive was a failure. … Continued

How John Henry should fix the epic stupidity of the Boston Globe

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The Boston Globe has managed to survive the inescapable digital transformation of the world, only to destroy itself in spectacularly shortsighted analog fashion. Like all media, the Globe faces digital disruption. But from the innovative launch of Boston.com in 1995 to the responsive-design works-on-all-devices site of today, its digital steps have been clever and effective. The paper’s … Continued