We’ve seen it happen numerous times and even moreso lately in the airline industry. One tweet, post, or video can instantly thrust a brand into the spotlight for all the wrong reasons. When a sub-optimal customer experience is delivered, and resulting scandal strikes, the customer reaction can be particularly volatile when it occurs within the travel industry. Dealing with crises is a challenge for brands in any industry as they are unpredictable, can be difficult to manage, and may have a tremendous impact on brand value. But....

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