Reputational crisis: Great examples

Many companies have, at some point, suffered a reputational crisis. 

In such situations, speed of action is essential, as well as good error management.

Here are some examples of reputational crises and how they were managed. 

NESTLÉ 

More than 10 years ago, this big brand had a reputational crisis on social media following the publication of a video by Greenpeace reporting that they used palm oil in their Kit Kat bars. 

This video caused a great stir on the networks, with a large number of comments from consumers. 

Nestlé's reaction was to remove the posted video, as well as all comments addressing the issue, prompting a major attack by users. 

Subsequently, it issued an official statement setting out environmental targets, as well as revamped its marketing and communication strategy, helping it to regain its reputation. 

AIR EUROPE 

This airline had a reputational problem as a result of a statement made on the networks by a user. 

Specifically, she was denied the possibility to travel alone because she had a disability and had to travel with a companion. 

This publication had a great impact on the networks, where thousands of people criticised the airline's actions. 

For its part, Air Europa reaffirmed its decision, replying to the complainant with the conditions of its service and its rules and regulations. 

This response only added fuel to the fire and the criticism continued. 

Even so, the airline opted for silence, without providing any solution to the passenger's situation. 

INDITEX 

Despite being the largest and best known textile group, it has also suffered a minor reputational crisis. 

This crisis was triggered by alleged plagiarism, which resulted in the loss of the company's credibility. 

Even so, Inditex was quick to react, removing the plagiarised designs from the market and apologising publicly. 

RYANAIR 

Finally, it is worth mentioning Ryanair's reputational crisis as a result of a racist attitude among passengers. 

Specifically, a passenger began to insult another passenger because of her skin colour and accent, behaviour that was ignored by the aircraft crew. 

They even went so far as to change the woman's seat, without taking any action with regard to the other passenger. 

All of this was recorded by other passengers and went viral on social media within seconds. 

Ryanair's response to this action was none other than the publication of different justifications on social networks. 

Justifications that were considered excuses and did not appease users, a public apology would have been much more effective. 

These situations are only examples, but they should serve not only to anticipate but also to manage our reputational crisis in the best possible way. 

As news and comments fly on social media and rectifying in time can prevent major reputational damage

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