![]() ![]() Samsung focused on gaining back trust by reminding users why they should love the brand. It also announced rolling out a quality assurance program and other safety features. Once it did, Samsung announced where things went wrong the phone batteries were too big for their casing, causing them to overheat. A team of researchers tested phones and batteries in every extreme condition so they could pinpoint the error. The company took full responsibility for their problem. It turns out that the replacements ended up having the same issue, so Samsung then recalled those, too. The company recalled the Note 7, stopped sales and shipments, refunded users, and provided exchanges for the phones. The first step was to get rid of all phones in circulation. But Samsung bounced back through persistent efforts. The company faced waves of negative comments because of the dangerous and threatening problem. This resulted in a fine and jail sentence. Store surveillance cameras found that the man finally bought the container, but this wasn’t shown in his social media video. Blue Bell Creameries had to replace all the products in the freezer. He recorded himself doing this and posted it on social media. Just last year, a man licked the contents of an ice cream container at Walmart and returned it to the freezer. There are also guidelines now for products to be tamper-proof.īut this still doesn’t stop some people from messing with products. The year after the murders, the US Congress passed “the Tylenol bill” which made it a federal offense to tamper with consumer products. Tylenol rebounded as the favorite over-the-counter pain reliever. But they eventually praised the company for how it handled the situation. At first, critics thought the incident would kill the drug’s brand. This led to the ban of some cities’ trick-or-treating and has instilled a fear of tampered Halloween candy to this day.Īfter investing more than $100 million to handle the issue, Tylenol’s sales bounced back within a year. Some copycats used food, such as when parents found sharp pins in Halloween candy. But pills weren’t the only product that people messed with. In just one month after, there were over 270 incidents of product tampering. This incident inspired copycats across the country. They even offered a reward for anyone with information on who was responsible for the tampering and random murders. The company offered replacement capsules for anyone who turned in pills that they had already purchased. Several stores discovered more laced capsules that were not yet sold or consumed. The company issued mass warnings through the media and also recalled all Tylenol bottles in circulation. McNeil Consumer Healthcare, a company of Johnson & Johnson, had manufactured the over-the-counter drug. Of course, we kept the scope of this blog piece to events related to the over the counter (OTC) healthcare products or the overall health of consumers. Let’s look at seven companies that had a negative brand image and how they overcame it. If their brand doesn’t recover from these mistakes, they risk losing these customers forever. ![]() This is especially true when the issue affects the customers’ health and safety.Ĭompanies need to find ways to remedy these problems soon after they occur so they can restore the public’s trust. Only one mistake can damage customers’ love and trust they had for a brand. Not surprisingly, people associate positive feelings toward companies that have good reputations.īut these reputations can be pretty fragile. ![]() Each of these factors contributes to the overall image of the organization. Your reaction could either be positive or negative based on past experiences with the company, recent headlines about them and/or opinions of those within your social circle. When you hear a particular company name, you’ll immediately have an emotional reaction if they’ve spent a lot of time and resources on cultivating their brand.
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