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Temin and Co.


"Delta Grounded After Computer Crash" 

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"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: Delta Grounded After Computer Crash

Ben DiPietro, The Wall Street Journal's Risk & Compliance Journal, August 22, 2016

Delta Air Lines finds itself in the crisis spotlight following a power failure that led to a crash of its computer network that prompted the cancellation of more than 1,000 flights on the first day alone, with around 1,000 more flights canceled on the second and third days of the event.

The company's chief executive, Ed Bastian, apologized in a video statement and took full responsibility for the system meltdown, saying in a second video statement the snafu was a one-time event started by a power outage and a small fire. The company provided updates, offered travelers $200 vouchers, waived flight-change fees and put hundreds of fliers up in hotels.

Using the statements made by the airline and the comments of Mr. Bastian, the experts evaluate how well Delta handled this crisis.

"Delta did not improve its reputation for trustworthiness with its early statements about its recent computer system crash causing thousands of cancelled flights," says Davia Temin. "Delta appeared to be more worried about minimizing its damage first, only [later] acknowledging the full severity of the situation–during which time social media was ablaze with customer rage and protest." [ more]

Women-Only Poker Tournament a Bet on Career Advancement

Louise Dewast, ABC News, July 11, 2016

Davia Temin was one of 55 CEOs, entrepreneurs, artists and businesswomen from various industries invited to play at a women-only poker tournament in London last month. The event was organized by Heidi Messer, a New York entrepreneur and investor who first launched the tournament in her Manhattan apartment a couple of years ago.

Messer saw the power in the unspoken connection between powerful men in business — created through golf, fraternities or sporting events — and decided it was time for women to have the same. [ more]

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]

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