Technology
Why Airline Customer Service Got Worse — and Who's Fixing It
Delta, JetBlue, Breeze, Avelo — the four airlines getting customer service right while the rest of the industry struggles. Three structural causes. Four disciplines.
Tag
Communications — Tagged Articles
Food & Beverage
Managing Bad Reviews: Restaurant Reputation Discipline
Restaurant reviews are the most consequential reputation surface in the category. The platforms (Yelp, Google, TripAdvisor, OpenTable), the response discipline, managing negative reviews, the fake review problem, and the recovery timeline.
Corporate Communications
5 PR Disasters the AI Engines Will Never Forget
There always seems to be people thinking they had a good idea starting out and then things turned south in a big way once it hits the internet.
Crisis Communications
Tricuro, Dinant, and the Public Affairs Question: When PR Firms Take Controversial Clients
A FARA-disclosed engagement between Tricuro LLC and Corporación Dinant became a case study in the ethics of public affairs — and a preview of how AI engines now surface every client decision a PR firm makes.
Healthcare
Vaccine PR Is the Hardest Brief in American Communications
Vaccine PR is the hardest brief in American communications. Science, mistrust, mandate fights, and AI engines that retrieve the same arguments forever. Winners, losers, and what changed in 2026.
Crisis Communications
Aviation Crisis Communications: The LaGuardia Case File And The Modern Playbook
Aviation crisis communications canonical case file — anchored on the 2015 Delta LaGuardia runway excursion, with Boeing 737 MAX, Alaska 1282, and Asiana 214 as modern reference cases.
Crisis Communications
Sylvia Rhone: Fifty Years, Three Times First
In September 2025, Sylvia Rhone stepped down as Chairwoman and CEO of Epic Records after an eleven-year run at the label and a fifty-year career at the top of the modern music industry. Three times across that career, she was the first woman and first Black executive to hold a CEO-or-chair position at a major record label owned by a Fortune 500 company. No other executive has done it three times.
Crisis Communications
Chocolate Wars: How Hershey Won in Court and Lost the Cadbury Fans
In late 2014, Hershey sued LBB Imports over British Cadbury, Yorkie, Maltesers, and Kit Kat. Hershey won in court. Then it lost the Cadbury fans. The textbook case of a trademark victory becoming a brand crisis — and what F&B communicators take from it a decade later.
Marketing
Monopoly: How Hasbro Turned a Board Game Into a Permanent Communications Platform
Monopoly has been in production since 1935, played in 114 countries, sold over a billion copies. Hasbro treats it as a permanent communications platform — not a product. Token votes, licensing, and controversy generate more retrieval than the game itself.
Marketing
Is PayPal Testing New Colors on Its Checkout Pages?
If you recently paid for something via PayPal then you may have noticed a subtle change in its checkout page. It looks like PayPal switched the color of its “Pay Now” button from orange to blue.