![]() We’ve come a long way from “the customer is always right” but that’s not to say brands should come across as dismissive. Note: even if a conversation is brought to a direct message, remember that everything is ‘screen shot-able.’ Don’t MinimizeĪvoid minimizing or dismissing claims made by consumers. It’s much easier to have these resulting conversations via phone rather than on social media. It’s important to move conversations away from the public eye, not for the sake of secrecy, but to allow for detailed information gathering and discussion of next steps. Go OfflineĪlways attempt to bring the conversation offline, or at the very least, bring it to a private forum. when dealing with crisis response and reputation management online-and where General Mills went wrong.” Move FastĪct quickly, but gather as many details as possible before responding. Meyers recommended keeping the following advice in mind, “. was mistaken and had no grounds for the complaint.” Advice For Business Leaders ![]() their conversation to be viewed and reacted to by the entire Twitter-sphere.” In addition, she said the company indicated the consumer “. ![]() Meyers noted that the cereal maker responded to the consumer’s concerns on Twitter via public reply, which allowed “. We’ve seen it time and again-someone will send out a negative Tweet about a company, the brand will reply, and the world will ask, ‘Who OK’ed that response?’ Despite years of seeing the repercussions, brands continue to make mistakes when it comes to addressing and resolving claims. the debacle highlights significant, yet common, missteps companies take when dealing with consumer complaints online. is more of a lesson in crisis response and reputation management in a digital world than it is in food safety specific communication.” Common Missteps ![]() She said the situation involving Cinnamon Toast Crunch, “. Laura Meyers is senior manager of corporate communications at The Bonadio Group, an accounting and auditing firm. We invite the company to join and provide the full disclosures we require for membership so their consumers with food allergies can rest assured.Britton, who was part of the leadership team at American Airlines that r ebuilt the brand after 9/11, said, “Airlines and other transport companies prepare crisis-response plans across a wide range of scenarios, then exercise them regularly to improve performance when a real crisis happens. It’s clear from General Mills’ clumsy handling of this week’s cereal-contamination allegation that they don’t do that.”īritton added that another best practice is to assess performance after the crisis abates, and use that learning to improve response plans. “Feedback loops are essential to effective crisis management,” he said. I’m literally just saying, ‘Go investigate it.’”Īs General Mills is not a member of the Manufacturer Partnership, we have no insight into whether specific allergens including shrimp are processed at the facilities where Cinnamon Toast Crunch Cereal is manufactured. “I’m not even like trying to say like, ‘Be better,’ or whatever. “I just want you to fix it, you know, for other people,” he said, citing the possibility that shrimp could contaminate the cereal of people with shellfish allergies, or who keep kosher. Mr Karp says his primary concern is public safety. “The tainted blueberries were unsuitable for use in any GMI product, much less the intended product.” “Upon further inspection of the remaining cases of Lot #210082 Adkin blueberries, GMI discovered one shrimp and a shrimp tail on the outside of the cases,” the suit read. He also noticed a “small black piece” on a number of squares and at the bottom of the box. I wasn’t all that mad until you now tried to gaslight me? /rSLE60pvoy- Jensen Karp March 22, 2021Īfter a complete check of the box, Mr Karp found a few other foreign objects which he described as “shrimp skins-looking things,” “a small string” and something that looked like a pistachio, all encrusted in sugar. Ok, we’ll after further investigation with my eyes, these are cinnamon coated SHRIMP TAILS, you weirdos. Mr Karp, frustrated with the public tweet, responded with another tweet of his own: We assure you that there’s no possibility of cross contamination with shrimp. Then the brand tweeted a public statement:Īfter further investigation with our team that closely examined the image, it appears to be an accumulation of the cinnamon sugar that sometimes can occur when ingredients aren’t thoroughly blended. “Privately, they were still being very nice,” he said, after they offered to send him a replacement box which he declined.
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