What are some successful case studies of brand reputation recovery?

What are some successful case studies of brand reputation recovery?

One notable case is the recovery of Domino's Pizza after their 2009 crisis. They faced backlash due to a viral video showing unsanitary practices. They responded by launching a transparency campaign, improving their food quality, and engaging with customers on social media. This led to a significant rebound in their reputation.

Can you give me another example?

Sure! Another example is the case of United Airlines. After the incident in 2017 where a passenger was forcibly removed from a flight, the company faced severe criticism. They implemented new policies for handling overbooked flights and increased their customer service training, which helped them regain customer trust over time.

What strategies did they use to recover?

Both companies focused on transparency, improved customer engagement, and made significant operational changes. They also utilized social media to communicate directly with customers and address concerns.

How long did it take for them to recover?

The recovery time can vary. Domino's saw improvements within a year, while United Airlines took a couple of years to fully restore their reputation. Continuous effort and commitment to change are key.