Airlines are crisis-prone businesses, and students of all disciplines can learn fundamentals of effective crisis management from the examples presented in this lively talk. Dr. Britton will discuss frameworks for understanding the range of crises, discuss examples of effective and poor management, and most important, present eight best practices applicable to many other industries.
Just after the “9/11” terrorist attacks in 2001, American Airlines appointed Rob Britton as managing director, advertising and marketing planning, where he helped rebuild the brand. This lecture captures his deep experience managing crises endemic to the airline industry. An experienced and energetic presenter, Rob is an adjunct professor at Georgetown University in Washington, D.C., and Imperial College London, and an annual guest lecturer at 25 business schools, including Yale, the University of Zurich, and of course HSBI. He holds a Ph.D. in geography from the University of Minnesota, and a postdoctoral certificate from the University of Pennsylvania.
