CRISES HAPPEN WITH monotonous regularity, whatever business you’re in. Obviously some industries have more newsworthy crises than others—a burst oil pipeline is more likely to hit the headlines than a failure in the ticket machines at a provincial railway station—but crises still need to be handled well, and a failure of the ticket machines on the London Underground would certainly make the headlines.
In some cases, companies need to be bold in their responses. There is no point in tickling a problem with a feather when you should be beating it with a stick.
Johnson & Johnson is a multinational ...
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