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Advice You - Crisis Communications Done Right: How Jet Blue Will Weather the Storm
Think hard. When was the last time you remember the chief executive officer an American company admitting publicly and repeatedly to getting it wrong? “Humiliated and mortified” is how Jet Blue’s founder and chief
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
executive described his reaction to the NY Times. “Painful to watch” David Neeleman admitted on the Today Show. “Sorry and embarrassed” was how the full page ads of apology in New York, Boston and DC put it.
Th
Th
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
discount airline, a favorite of parents and fidgety flyers everywhere for its individualized TV monitors, comfortable seats and customer-friendly staff, is in the throes of the worst crisis in its 8 year history.
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
An ice storm forced the cancellation of more than one-thousand flights in under a week, leaving an endless stream of angry passengers in its wake. In one case, passengers were held inside planes at NY’s Kennedy ai
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
port for over 10 hours.
In hindsight, the same gritty determination to avoid cancellation of flights seemed little more than short-sighted mismanagement to the casual observer. “Weakness in the system” hardly see
In hindsight, the same gritty determination to avoid cancellation of flights seemed little more than short-sighted mismanagement to the casual observer. “Weakness in the system” hardly see
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
ed to describe the disruption caused by a not particularly unusual winter ice storm.
And yet, there was Jet Blue’s Neeleman, letting the pain and embarrassment of his company’s failure show in a public way, and p
And yet, there was Jet Blue’s Neeleman, letting the pain and embarrassment of his company’s failure show in a public way, and p
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
omising earnestly to do better. His brief mea culpa tour couldn’t have been easy, but it was exactly the right thing to do.
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were q
Meanwhile, because Jet Blue’s headquarters were close by, extra airline personnel were q
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
ickly brought to JFK airport to help. It turned out they could do little but serve as a target for passenger frustration, but like their CEO, Jet Blue’s workers didn’t shirk from that unpleasant duty.
Contrast t
Contrast t
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
at with United Airline’s reaction to its cancelled flights the same week. No statements of wrong-doing or even a bother with full explanations. No vouchers, refunds, apologies or promises to get it right. The only
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
move United was quick about was in announcing it would honor all those missed Jet Blue reservations.
Jet Blue’s crisis response won’t satisfy everyone, particularly those travelers who were most inconvenienced. I
Jet Blue’s crisis response won’t satisfy everyone, particularly those travelers who were most inconvenienced. I
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
does however serve an important purpose in allowing the airline to turn the focus from the mistakes to their attempts to rectify those mistakes.
Jet Blue has to be careful of course that no more damage be done t
Jet Blue has to be careful of course that no more damage be done t
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
o their already tarnished reputation as the most customer-friendly airline. They will have to show a stronger airline emerging: customers will have to get those refunds and vouchers, flights really will have to be
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
redirected, and communications improved. But Needham’s performance I’d predict will now become a case study in crisis communications done right. The top three lessons his performance teaches:
1.) NEVER UNDERESTMA
1.) NEVER UNDERESTMA
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
E THE POWER OF AN APOLOGY
Anyone watching or reading could have no doubt this was a man personally invested in his company’s reputation. Neeleman didn’t shirk from tough questions. He didn’t send someone out to s
Anyone watching or reading could have no doubt this was a man personally invested in his company’s reputation. Neeleman didn’t shirk from tough questions. He didn’t send someone out to s
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
eak for him. He didn’t make excuses and he refused to lay blame elsewhere. True, Jet Blue’s website was hardly forthright, burying the news deep inside. Nonetheless, customers, potential customers, employees and i
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
vestors got a very public and refreshing look at how a real leader behaves under pressure. That’s the kind of performance that breeds loyalty from all stakeholders.
2.) ACT NOW OR FOREVER HOLD YOUR ‘PIECES’
I’m
2.) ACT NOW OR FOREVER HOLD YOUR ‘PIECES’
I’m
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
etting Neeleman heard strong advice to say nothing publicly, at least not before a whole lot of highly important people were consulted and then consulted again. Any admission of culpability the conventional wisdom
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
says will only wind up costing you more. Not only did Neeleman speak out, he did so quickly and I’d submit, courageously. (How many chief executives these days agree to unscripted interviews with national reporter
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
during a time of crisis?)
3.) DEFINE THE FIX
JetBlue’s Bill of Rights for passengers may have been chiefly designed to dissuade lawmakers from jump in with more regulations on the industry, but that doesn’t neg
3.) DEFINE THE FIX
JetBlue’s Bill of Rights for passengers may have been chiefly designed to dissuade lawmakers from jump in with more regulations on the industry, but that doesn’t neg
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
te its impact. It is still a strong statement of the company’s intent to do right.
Jet Blue’s crisis of confidence isn’t over by any means, but this is one corporation intent on showing it deserves another chance
Jet Blue’s crisis of confidence isn’t over by any means, but this is one corporation intent on showing it deserves another chance
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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