Maintaining Customer Relations 2017-10-13T02:56:25+00:00

Project Description

Maintaining Customer Relationships

Incident

  • A tier I auto supplier has a part recalled by an OEM
  • OEM voluntarily notifies NHTSA without informing the supplier

Approach

  • CEO personally notified customers and other key stakeholders before they heard or read about recall
  • Personalized letters were sent to day-to-day contacts
  • An updated internal process was created and communicated to all key stakeholders
  • Media trained entire leadership team
  • Executed an active listening campaign to determine engagement strategy
  • Remained proactive and reassured customers of additional safeguards

Conclusion

  • All customer relationships were maintained
  • Leadership team was well prepared and confident during one-on-one engagements
  • Avoided negative media attention