Why Effective Communication is Essential in Business.Setting Healthy Expectations in the Workplace.3 Ways to Tackle the Summer as a Small Business.Growth Mindset: Essential in the Workplace.Reaching for the Mountains: Setting Obtainable Goals.3 Ways to Hire Top Talent for Your Open Positions.3 Ways to Find Hidden Treasures in Your Team.Turning Your Passion Into a Career- With Celebrity Astrologer Kyle Thomas.Muse’s 6 Social-Media Lessons From Cinnamon Toast Crunch Shrimp To read more, check out the sources below:ĬNET’s The Cinnamon Toast Crunch shrimp fiasco explainedįorbes’s 9 Crisis Lessons From General Mills’ Response To Allegation Of Shrimp Tails In Cereal Box SHRIMP TAILS CINNAMON TOAST CRUNCH FREEWhen someone finds a shrimp tail in their cereal, the least empathetic thing you could do is offer them a free box of cereal… And it is important for your brand to come off as human when responding to customer complaints and crisis. If you can address harmful complaints early and be aware of a potential problem, a company will be able to respond quickly and effectively. It is important to be ahead of the narrative. Instead, ask for more details and emphasize your desire to fix the situation. It also makes a company seem like they don't care. When a company immediately dismisses a claim without gaining all of the information, they will look like idiots if it turns out to be true. Because, they sure do look like shrimp tails. General Mills began by saying, “Those aren’t shrimp tails.” This obviously bit them in the butt. If you can take the conversation privately, it will allow for a free and more detailed discussion about all of the information and next steps out of the eye of others. You want to be present and address any customer issue. Not responding all together is never a good idea. It’s important to act quickly but be sure to gather all the details and respond with humility. In times of a media crisis or bad press, I encourage you to do/think about the below. And even more so, a proactive response is critical. So, all of this is to say, response to a media crisis like this is really important. So right now, we're in the process of working with that consumer to try to figure out, kind of, what happened between when it left our docks and when he opened it." But that’s about all we’ve heard from them so far. From promising General Mills vouchers to eventually requesting the tails to test them, they have seemed to go from denial to trying to put a band aid over the whole thing.Įventually, General Mills’s CEO Jeff Harmening said on CNBC, "Based on the information we have right now, it is highly unlikely this occurred at a General Mills facility. They first state that after their team “closely examined the image, it appears to be an accumulation of the cinnamon sugar that sometimes can occur when ingredients aren’t thoroughly blended.” But if you look at the image above and below, anyone can clearly see that these are, in fact, shrimp tails. So how does General Mills respond? At first, not so well. Basically, a guy finds two shrimp tails in his Cinnamon Toast Crunch box, along with some other items, like floss and weird black substances (let’s hope for his sake it wasn’t rat poop…). I’m sure by now you have heard about the Cinnamon Toast Crunch shrimp fiasco.
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