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Customer loyalty and relationships
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Question one
Malden Mills is a textile industry located in Lawrence, Massachusetts that had to be rebuilt after the company premises erupted into flames in December 11, 1995. Aaron Feuerstein the CEO and owner of the company responded fast and successfully resolved the crisis through sacrificing the company finances. This was achieved through transparent communication with employees where the latter were paid their dues for subsequent months despite the crisis. The dedication of Malden Mills to its employees, industry and the community during reconstruction was a remarkable occurrence in business management.
The transparent communication was the most desirable and fruitful undertaking that the company undertook during the crisis era. They were able to identify their stakeholders and with the organization and link them to organizational policies. In addition, Aaron desirable leadership qualities proved essential for the recovery of the company (Weiss, 2006).
The company won president Clinton Award in 1996, workforce magazine optimise award for managing change in 1997 and innovation award in 2014. The company innovations include the quality upholstery fabric that is domestically produced, the synthetic fleece fabric which forms the lining of most winter gloves, coats or hats. The company is popular for producing Polartec and Polarfeece and is the largest employer in Massachusetts.
The biggest strength of Malden Mills Company is the possession of strong brand identity that attracts consumers. These consumers wear their produce not only as a means of expression but also for functional reasons. Malden Mills Company enjoys the loyalty of its consumers both locally and internationally. This is because, their products gives a unique s...
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...re the organization is honest with the occurrences that lead to the crisis incident, external and internal audiences will listen and respond promptly by providing a plausible justification response for the crisis.
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Mindhunter is written by John Douglas and Mark Olshaker. The book focuses on Douglas, as Olshaker is not mentioned, but each of these men collaborated to complete the full book. Although retired, Douglas was a special agent and Unit Chief in the FBI at the Quantico office. Olshaker is an author from Washington, D.C. who often worked with Douglas in writing books about crimes within the FBI. After all their experience writing books together, these men came together to form Mindhunter Incorporated.
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The result of the analysis showed that BP could have had a better grip of the incident if they responded it with both a crisis communication plan and transparency. Their seeming indifference and unpreparedness reflected a perception worse than the incident itself to the public.
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Thompson, A.A., Strickland, A.J., & Gamble, J. E. (2010). Crafting and executing strategy: The quest for competitive advantage: Concepts and cases: 2009 custom edition (17th ed.). New York: McGraw-Hill-Irwin
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The communication process is not something that begins when a crisis rears its ugly head rather it is a process that takes place in preparing for a crisis before it happens. While the term crisis represents a blanket term used to describe many situations, each situation is unique, thus presenting different obstacles to overcome. However, with a well-established advanced plan in place an organization places itself in a position to overcome and work around obstacles. The development of a comprehensive crisis management plan is one achieved through effective communication where each member of the crisis management team has an advanced shared understanding of his or her role and responsibility during a time of crisis (du Pr'e, 2005).