Corporate project research
The helpful website I found is
http://ezinearticles.com/?JetBlue-07-Valentines-Day-Crisis---The-Case-For-Chief-Reputation-Officer-(CRO)&id=481010
The author mentions good examples, such as Enron and ExxonMobile's oil spill, to emphasize the importance of a company’s reputation, trust and prompt responsiveness to the public along with some ciriticisms and advices. As we all know, the two companies did not take their damaged reputation seriously and as a result they don't exist anymore.
The author argues about the flaws JetBlue corporate had made in the Valentine's day debacle and how the CEO, the founder of JetBlue, reacted to recover its plummeting reputation and conciliate the gruntled customers ensuring that this crisis would never happen again. Most importantly, the author gives some good advices and solutions for other companies in which customer relationship plays an important role as well as JetBlue, to prevent this kind of crisis in the future.
The author said that a Karios response is a very important component to manage customer-involved crisis. Also, she/ he admired the CEO's contrite, taking full responsibilities, and apology to customers. However, the author also criticized that the fianancial consideration possibly dominated the company's thinking during the cirisis and this course of thinking reflects merely their short sightedness since losing their good reputation can cost much more than any other operational or mechanical restoration. In the end, the author claims that companies need a CRO to take charge of company’s reputation since once reputation is damaged it is very hard to replace it and companies need a special field to manage it with cardinal attention.