Maintaining Customer Relations


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 [...]

Contaminated Food: Minimizing Negative News Cycle


Minimizing Negative News Cycle Incident A global restaurant chain was accused of serving contaminated food A customer posts photographs on social media Approach Immediately identified issue through a robust active listening and media monitoring program Coordinated with store owner, corporate and outside legal to develop messaging Quarterbacked the [...]