As as part of Marketing lectures I am giving to the students about crisis communication, I have gather a set of real life examples that illustrates the best practices to follow. This is the first post a series where I share those examples and best practices.
January 2010, an article in the New York Times advances that H&M destroys its unsold clothes in order to prevent steal and deterioration of the brand image.
Quickly, a link to the article is published to the 1,4 million fans of the H&M Facebook page.
The story is picked and amplified by the Huffington Post.
H&M response: What they did was post a message on Facebook (followed by two similar ones) on the same day and the day after followed by a press release.
One of H&M’s missions is to take responsibilities as regards the way our methods affect people and the environment. Our policy is to give damaged and used clothes to humanitarian organizations. We investigate why our 34th avenue store throw out unsold clothes. The US head office donates every year thousands of clothes through the NGO Gifts in Kid International.
In 2009, two Domino’s Pizza employees published this video.
Domino’s Pizza responded with this video from Patrick Doyle, president of Domino’s USA.
Clear, concerned, impact full…