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On November 10, 2008, DHL announced that it would shut down the operations of its domestic shipping services in the United States. DHL must now communicate to its U.S. and international customers the implications of this business decision and...
This case study focuses on Raelyn Campbell, a former Best Buy customer, who is suing the company for $54 million. Campbell states Best Buy lost her laptop - while being serviced for repairs - and tried to cover up its disappearance for more...
As Carat USA was in the process of implementing a restructuring plan, a top HR executive accidentally forwarded the communication plan to the entire company via e-mail. The confidential document included the firm’s messages to employees,...
After deeming Dell’s customer service unsatisfactory, Jeff Jarvis, a well-known blogger, posted an extremely critical open letter to the company’s CEO. Within a matter of days, Dell had a full-blown crisis on its hands and was forced to...
Motorola, the producer of some of the most popular phones on the market, has recently fallen in the public estimation. With their last success hailing back to 2004, the company hinges on its newest product, the Android smartphone. With the...
The pet food poisoning scare of 2007, in which numerous pet food products were contaminated with melamine sourced from China, seriously damaged many of the afflicted firms’ reputations for safety and customer concern. Pet food industry leader...
On February 20, 2007, The Children’s Investment Fund sent a letter to the board of Dutch bank ABN AMRO stating strong requests with regard to the future of the company. TCI requested ABN AMRO to explore options to merge, sell, or spin-off some...
In November 2007, Facebook introduced Beacon, a feature designed to share a user’s online activities with friends. With concerns for their privacy, outraged Facebook users began expressing their negative feelings about Beacon. The feature soon...
The FutureGen Alliance was formed to develop an environmentally-friendly coal plant as a joint venture with the Department of Energy. As costs rose, the Department of Energy decided to withdraw participation from the FutureGen project. This...
Street View is a new Google application giving 360 degree panoramic views of select U.S. cities. The media and Google users have voiced concerns about the images displayed on Street View. Google must continue to develop new and innovative...