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The Crisis Management Lesson from Toyota and GM: “It’s Our Problem the Moment We Hear About It”

Harvard Business Review

Crisis management is the ultimate stress test for the CEO and other top leaders of companies. The mantra for all leaders in crisis management must be: “It is our problem the moment we hear about it. GM delayed from 2005, when the issue first appeared, until recently to recall 1.6 Communication Crisis management'

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When Does the Buck Stop?

Harvard Business Review

From 1998 to 2005, J&J ranked at the top of Harris Interactive's National Corporate Reputation Survey , and in 2008 Barron's named it the world's most respected company. Weldon is CEO of Johnson&Johnson (J&J), which firmly established itself as one of the world's most trusted companies following the famous Tylenol scare in the 1980s.

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Three Unexpected Ways to Help with Disaster Recovery

Harvard Business Review

Further, once the immediate crisis or disaster has subsided, Thomson Reuters Foundation provides lawyers and legal resources for free to NGOs through two programs, Trustlaw and Trustlaw Connect. Yet rape has only been outlawed in Haiti since 2005 and hundreds of thousands are still housed post-quake in insecure tent cities. Take Cisco.

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Countering a Customer Insurgency

Harvard Business Review

In 2005, a single post by blogger Jeff Jarvis led to a customer uprising now known as "Dell Hell." They established communities for customers to provide peer support and a forum for product co-creation (Level 2). One of the best examples of a company evolving to counter customer insurgency is Dell.

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How to Recover from a Blunder

Harvard Business Review

Even after leaving the presidential race, he relentlessly campaigned for other candidates and supported state Democratic parties across the country, building loyal connections that helped him win the Democratic National Committee chairmanship in 2005.

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