JetBlue '07 Valentine's Day Crisis - The Case For Chief Reputation Officer (CRO) |
JetBlue's crisis response in the airline's Valentine's Day debacle has been superb. Because they are, by themselves, reactive, they miss crucial valuable elements - benchmarks and right timing to launch, creating uncertainty amidst too many unknowns. A proactive stance delivers predictable solutions. A chief reputation officer or CRO, however, fiercely protects this invaluable, yet fragile company asset, suggesting that a kairos (well timed and measured) response would reduce uncertainty and likely produce better, more predictable results.
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