By Anne Ready A succinct soundbite that says it all is the key to crisis communication: “Don’t share your air.” It was crafted by scientist and seismologist Lucy Jones. In every Los Angeles earthquake for more than 30 years, Dr. Jones explained complex science to us in ways that helped us understand. When the earth shook and we got …
When is a customer not a customer?
Do you have to be a paying customer to receive customer service? Recently, two African American men were escorted out of a Starbucks in Philadelphia. They asked for the restroom and occupied a table in the store, although, they hadn’t made a purchase. Calling the police on them seemed extreme. Many questioned whether kicking these men out was simply company protocol or racial injustice. …