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Calamities need prompt company response, truth and candor, say Belle Linda Halpern and Kathy Lubar in Leadership Presence (Ariel/Gotham). When Johnson & Johnson put the public first during a poisoning scare in 1982, the firm lost $100 million with a recall of 31 million bottles: “Because it acted so swiftly and decisively, Tylenol regained 95 percent of its dominant market share within threes months of the recall.”
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