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Temin and Co.


"Signet Confronts Diamond Debacles" 

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"NFL Goes for Knockout Against New York Times" 

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"OSI Fights Back In China" 

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"Tesla Slams the Brakes on Seat Belt Problem" 

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"United Airlines Faces Turbulence Amid Federal Probe" 

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 "Accounting Problems Hobble Toshiba" 

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 "Kiss-and-Tell Fears After Adult Friend Finder Breach" 

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"Ice Cream Recall Snags Blue Bell" 

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"Williams, NBC Between Iraq and a Hard Place" 

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"Sometimes You Feel Like a Nut" 

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"How Well Did Tesco Account for Itself?" 

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In the News

Temin and Company is often quoted in print, broadcast and social media on topical issues as well as industry trends.

Following is a list of links to those articles, beginning with the most recent.

Crisis of the Week: Signet Confronts Diamond Debacle

Ben DiPietro, The Wall Street Journal's Risk & Compliance Journal, June 13, 2016

The crisis this week involves Signet Jewelers, which is battling allegations employees substituted premium diamonds with cheaper, man-made substitutes. Using only the statement issued by the company, the experts break down the effectiveness of its communications, highlighting what's good about its messaging and tone and delivery, and what's not so good.

"Disparagement of a company's reputation these days can come from all sides, including Wall Street and social media. It is very difficult to respond publicly to such a situation, as it is changing rapidly, and one can never make assertions that might need to be taken back later, as more information comes to light. Signet has done what it can, so far, although a more fulsome statement will have to be forthcoming at some point," says Davia Temin. [ more]

Should Boards Foster Customer-Centricity?

Tony Chapelle, Agenda, June 13, 2016

Many corporate executives and board directors advocate the benefits of the corporate organizational structure known as customer centricity. Rather than organizing a business into product or regional units, about 30% of Fortune 500 companies have set themselves up according to customer segments.

Recently, panelists at the global conference for the WomenCorporateDirectors Foundation discussed the concepts of centricity, customer satisfaction, marketing, loyalty and retention.

Davia Temin, a strategy and reputation consultant and CEO of Temin and Company in New York, says there aren't many alternatives to being customer-centric in the long run. "It used to be that whether you [just] paid lip service to customer service was between you and the customer," she says. "But today, when someone walks out of your store and has a bad experience, they can go to Twitter, Facebook or Yik Yak. So the board's governance muscles have to get strengthened around the customer service experience because it's a reputational opportunity, but also risk." [ more]

The Morning Risk Report: A Crisis Plan Only Takes You So Far

Ben DiPietro, The Wall Street Journal's Risk & Compliance Journal, May 10, 2016

Every organization needs a crisis-response plan, but those plans won't address every situation, while the time to put out a proper response continues to shrink given the growing role social play plays in disseminating news.

So, Johnson & Johnson Corp. is still held up as gold standard for crisis response for the way it handled a nationwide Tylenol recall in 1982, but if the company took three days to respond today it would be roundly criticized, said Davia Temin, chief executive of crisis management firm Temin and Co. "Now, they would be lucky to have five minutes," she said last week at the Women Corporate Directors conference. "You need a crisis plan, but it would be a huge mistake to think you will follow it." [ more]

Educating boards

Larry Jaffe, SC Magazine, May 2, 2016

C-suites and boards of directors are increasing their knowledge of IT security risks and needs – before a breach happens. Larry Jaffee reports.

Cybersecurity clearly falls under board-level governance and oversight, notes Davia Temin, CEO of Temin and Company. Boards have rapidly adopted cybersecurity as an issue because they've seen the potential for trouble quickly.

However, not all boards have incorporated cybersecurity into their annual plans or oversight activities. The good news is that more and more are leaning in that direction after reading about high-profile breaches in the news. "It's a very popular topic on the governance speaking circuit," Temin adds. [ more]

Crisis of the Week: NFL Goes for Knockout Against New York Times

Ben DiPietro, The Wall Street Journal's Risk & Compliance Journal, April 4, 2016

Crisis of the Week jumps into the fight between the National Football League and the New York Times, looking at how the NFL responded to a story alleging the league under-counted the number of players who had suffered concussions.

Using only the comments made by the NFL, the experts evaluated how well the league has done so far in defending itself, and spelled out how it should proceed.

"If the NFL would not go on the offense in its own defense, who would?" says Davia Temin. "Its response to the NYT is testosterone-driven, using every play in the reputation defense playbook and originating a few more. It also ups the ante, and may not help them in the long run." [ more]

The trust question: Can Barclays Bank rebuild the brand?

Barbara Kimmel, The FCPA Blog, March 17, 2016

Jes Staley is the newly appointed American CEO of the beleaguered British Barclays Bank. He recently said, "I do believe that trust is returning to our institution. But we will never rest, we are never done. We have to focus on building that trust every day."

We asked our Trust Alliance members to weigh in on the steps Barclays new American CEO should take to build trust and ethics.

Davia Temin, a leading reputation and crisis response consultant, said, "Rebuilding trust in financial institutions is a complex algorithm that can test the skills of the best financial engineering 'rocket scientist.' Far from simply making a pronouncement of one's intent (although that can be the first step), the organization needs to first deconstruct all the elements that went into building trust in their particular firm in the first place, analyze all the things that went wrong, and then construct a plan to overcorrect the breaches. Because simply fixing them will not rebuild trust, it will only, maybe, stop the erosion. But this is seriously hard work." [ more]

New speakers and sessions added RegentAtlantic Wall Street Women Forum® 2016, Shifting Gears on Your Journey

RegentAtlantic Press Release, March 8, 2016

Jane Newton announced the full agenda for the 7th Annual RegentAtlantic Wall Street Women Forum to be held on Tuesday, April 5, 2016 from 2pm-7pm. Headlining the invitation-only event will be luminary keynotes, Suni Harford, Head of Markets, North America, Citigroup, and Ina Drew, Independent Consultant and Retired Chief Investment Officer, JPMorgan Chase.

Davia Temin, President and CEO, Temin and Company, will moderate Leveraging the Power of Your Personal Brand, with panelists Jenifer Schweitzer Brooks, Chief Marketing Officer, Golub Capital, and Erika Irish Brown, Global Head of Diversity & Inclusion, Bloomberg LP.

The invitation-only Forum was launched in 2010 and today is one of the most sought after events for senior-level women on Wall Street. [ more]

Crisis management in food retail

Food Marketing Institute and Oliver Wyman, Boardroom, March 2016

Anticipated or not, when a crisis strikes a company, CEOs must be prepared to respond immediately in order to lead their organizations through a potentially catastrophic event. Within the last 5 years alone, the food industry has been at risk for a wide spectrum of crises, including E. coli and norovirus outbreaks in fresh food, cybercrime such as high-tech SQL injection attacks aimed to steal customer data, natural disasters, and traditional and social media public relations disasters. While there are certainly aspects of a crisis response that can be planned in advance, each incident inevitably requires a unique approach.

In many crisis situations, the reputation of a company hangs in the balance and can literally vanish overnight if the crisis is not addressed immediately and correctly. The expansion of social media in recent years has exacerbated this trend, bringing widespread, factually incorrect, and damaging attention to issues such "pink slime" and the presence of horse meat in beef products. These issues have gone viral and, in some cases, pushed companies to the brink of bankruptcy. Interestingly, reputation is rarely the top priority identified by a crisis incident response team. However, given how quickly exaggerations and mistruths spread, reputation does need to remain top-of-mind for every executive in a crisis. [ more]

Crisis of the Week: OSI Fights Back In China

Ben DiPietro, The Wall Street Journal's Risk & Compliance Journal, February 8, 2016

Food processor OSI Group is this week's crisis candidate, as it has taken an aggressive stance to fight a court ruling in China finding the company sold "inferior products" to fast-food chains. U.S.-based OSI called the ruling inconsistent and said the charges against it were part of a "smear campaign" by the Chinese authorities. OSI, by going public with its criticism of the Chinese justice system, is going against the norm for how western companies solve disputes in China.

Using only the statements made by OSI since the verdict was announced, the crisis experts evaluated the decision to challenge the government publicly—is it one they would have advised the company to take? Did the company's response strike the right tone? If not, how could it have been better? What are the next steps you would advise the company to take?

Says Davia Temin, "While there are some crisis counselors who believe that an organization's first response in crisis should always be to fight back, that is not my belief. I believe response needs to be based on the circumstance. In this one, OSI has shown it will no longer be backed into a corner, docilely. It is doing the right thing, and in the right way." [ more]

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