For this question I have chosen to highlight two vastly different organizations and vastly different crisis. I will outline each then address the measures of success and comparison to Taco Bell.
The first case involves the American Red Cross. The Red Cross is well known for its emergency response, disaster management assistance and humanitarian aid efforts. Though the crisis at hand is relatively minor is scope, it was an embarrassing moment and could have had an impact on donors – a large and important part of the Red Cross’ revenue stream.
On February 15, 2011 at approximately 11:24 PM, an employee accidently sent a tweet on the Official Red Cross Twitter account – that was meant for her personal account – and did not realize she had …show more content…
There has been dispute over how it was actually done, but the important issue is that without a suspect, the parent company, Johnson & Johnson (J&J), was on the hook for this crisis. The company quickly responded by putting customer safety before profit. It removed approximately 31 million bottles of Tylenol, a value of $100 million, from shelves across the country and stopped all production of the product along with all advertising.
They immediately engaged the Chicago police, FBI, and FDA to help find the killer, and offered a $100,000 reward. The company then established a hotline for worried customers and embarked on a public safety campaign by issuing nationwide warnings about the product and urging people not to take Tylenol (Business Insider, 2016).
According to several sources, this case has become a stellar model for corporate crisis management. The company was able to come out of this with minimal effect on its brand and market share. The company took the approach of owning the crisis and was proactive in its actions, as stated in the Business Insider; this case will go down in the “annals of public relations, not poison control” (Business Insider, …show more content…
Taco Bell stood behind their product and in a sense showed the fast food eating world that it is real food and not some frankenfood. Red Cross showed the world they have a sense of humor and are on top of their business by addressing the mistake and in turn gained a donation and advertisement form an unlikely source. J&J showed they are family oriented and civically minded as well as socially responsible. They engaged law and industry enforcement and disregarded profit by putting the customer first – in a genuine
The first case involves the American Red Cross. The Red Cross is well known for its emergency response, disaster management assistance and humanitarian aid efforts. Though the crisis at hand is relatively minor is scope, it was an embarrassing moment and could have had an impact on donors – a large and important part of the Red Cross’ revenue stream.
On February 15, 2011 at approximately 11:24 PM, an employee accidently sent a tweet on the Official Red Cross Twitter account – that was meant for her personal account – and did not realize she had …show more content…
There has been dispute over how it was actually done, but the important issue is that without a suspect, the parent company, Johnson & Johnson (J&J), was on the hook for this crisis. The company quickly responded by putting customer safety before profit. It removed approximately 31 million bottles of Tylenol, a value of $100 million, from shelves across the country and stopped all production of the product along with all advertising.
They immediately engaged the Chicago police, FBI, and FDA to help find the killer, and offered a $100,000 reward. The company then established a hotline for worried customers and embarked on a public safety campaign by issuing nationwide warnings about the product and urging people not to take Tylenol (Business Insider, 2016).
According to several sources, this case has become a stellar model for corporate crisis management. The company was able to come out of this with minimal effect on its brand and market share. The company took the approach of owning the crisis and was proactive in its actions, as stated in the Business Insider; this case will go down in the “annals of public relations, not poison control” (Business Insider, …show more content…
Taco Bell stood behind their product and in a sense showed the fast food eating world that it is real food and not some frankenfood. Red Cross showed the world they have a sense of humor and are on top of their business by addressing the mistake and in turn gained a donation and advertisement form an unlikely source. J&J showed they are family oriented and civically minded as well as socially responsible. They engaged law and industry enforcement and disregarded profit by putting the customer first – in a genuine