In 1980,Tylenol faced a crisis: some customers died after ingesting their tablets.This was due to sabotage by cyanide poisoning.Like it or lump it,the consumers saw this as a product failure in terms of quality and safety.The strategy should have been,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 first and foremost strategy in such a crisis should always be to reassure the customers and make them feel safe. Protecting the brand and executing fresh public relations can come later, but the immediate concern should be the safety of the consumers. Batten down the hatches and waiting for it to blow over is not an appropriate strategy either as it ignores the severity of the situation and risks further damage to the brand reputation. Therefore, the best approach is to prioritize the safety of the customers and reassure them of the quality and safety of the product.

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