Crisis Management

The Sears Endgame

29 Dec , 2011  

This week brought more bad news from Sears, with the company reporting weak holiday sales and announcing that it would close more than 100 stores and take a $1.8 billion charge. Sears is a fading enterprise. Sales are down from $53.0 billion in fiscal year 2007 to $43.3 billion in 2011. The stock is trading […]

Branding Insights

Hilton Recovers

12 Dec , 2011  

Last week I wrote a post about my stay at the Minneapolis Hilton and how the front desk team didn’t respond when I informed them that my visit was rather disappointing.  I used it as an example of a missed opportunity in service recovery. Several hours after I put up my post, however, I heard from […]

Branding Insights

Hilton’s Missed Opportunity

8 Dec , 2011  

Service recovery is incredibly important, especially in a world with blogs, Facebook and Twitter.  An unhappy customer can do a lot of damage. Sometimes there isn’t much you can do; the person is unsatisfied for one reason or another but you don’t find this out and so can’t address it.  It is hard to deal […]