Is the Board Obligated to Oversee Customer Service Culture?



Michael Peregrine authored this bylined article on the extent to which the board should engage in controversies that affect customers. “The Facebook controversy, and others like it, is unique in that it threatens the core relationship between the company and the customer. In such a situation . . . the board may fairly choose to leave the sidelines and fully engage with management in the development of a response,” Mr. Peregrine wrote.