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  • Thomas Cook's inhuman response to a crisis
  • Thomas Cook's inhuman response to a crisis
    Marc Br√ľneke (2013) ©

Thomas Cook's inhuman response to a crisis

Whether it's Chick-Fil-A sparking debate about gay marriage or BP's oil spill in the Gulf of Mexico, brands are prone to run into an occasional controversy. But how they respond can permanently impact the brand, and Thomas Cook has demonstrated the danger of not being seen as human.



  • Article image Is there an art to pissing people off?

    According to the world of online dating, coming across as an arse to some can make others love you more. If having haters makes those who like you like you all the more, does the same psychology apply to our relationships with brands? And does it actually pay for a brand to rub part of its audience up the wrong way?

  • Article image GAYTMs: cashing out and proud

    In December 2013, the law allowing gay marriage was overturned in Australia – spurring outrage, as two thirds of people support same-sex unions. At Sydney's Mardi Gras, ANZ turned its cashpoints into glitzy GAYTMs, sending a bold statement: accept our cash, accept our values.

  • Article image Hypersensitive! The new political correctness

    As issues of representation and diversity come to the fore in a connected world of social media, how is the new political correctness changing the way organisations communicate?

  • Chick-Fil-A Confessional Chick-Fil-A Confessional

    The debate surrounding American restaurant chain Chick-Fil-A has found a novel expression online. The Chick-fil-A Confessional calculates how much diners' food cost and then encourages them to donate that amount to gay rights groups.