How to turn a product recalls into an opportunity for consumer engagement
Product recalls don't have to damage brands. Handled sensitively and with agility and efficiency a recall can provide an opportunity to renew connections with customers, enhance loyalty and gather valuable intelligence, turning a potentially negative situation into a customer relations advantage.
Traditional thinking is that a product recall has to be a detrimental event for any company, with potentially overwhelming consequences for the brand and its reputation among customers. True, no company should take a product recall lightly, but if it is handled...