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Evaluating Crisis Management

Many years ago (30 years, to be precise) Commercial Union ran a TV campaign with the strapline “We won’t make a drama out of a crisis.” It hit all the right buttons – reassuring consumers that the company was a safe pair of hands that would handle claims efficiently, calmly and without demur. The same level-headedness is certainly required when an incident or accident hits the headlines and health and safety (and corporate reputation) are suddenly in the spotlight.

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How Does Customer Engagement Co-Exist with Political Ambition?

No, I’m not talking about Brexit – but you could be forgiven for thinking that I am, as there are many that believe – whatever your views – that it can be difficult to align political ambition with public views, particularly if these are polarised. Well, the question I’m asking is whether we can see the same enactment in regulatory decision-making – and here I’m particularly referencing the current water sector business planning process.

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