In 1980, Tylenol faced a crisis: Some customers died after ingesting their tablets. This was due to sabotage by cyanide poisoning. True or not, the consumers saw this as a product failure in terms of quality and safety. The strategy was, first and foremost:
A) protect the brand; make sure it is seen as sabotage.
B) reassure customers; safety is the first concern.
C) execute fresh public relations with Tylenol clearly presented as being the best.
D) batten down the hatches; it will blow over.

Question

Quizplus · Accepted Answer

The primary strategy was to reassure customers that their safety was the first concern, which Tylenol did by recalling products and introducing tamper-proof packaging.

In 1980, Tylenol Faced a Crisis: Some Customers Died After