ING Direct's Arkadi Kuhlmann talks to Erica Morris about crisis management and the honesty behind social media.
Who do you turn to during a business crisis?
Kuhlmann: In any crisis situation, I think what happens is you go to one or two people that you can basically bounce ideas off of. Anything that has to do with reputation risk, customer risk, customer sentiment, I would discuss [with PR]. On the operations side, the COO is usually the person I would talk to ...