Asked by Isabella Gutierrez on Jun 19, 2024
Verified
In 1980, Tylenol faced a crisis: Some customers died after ingesting their tablets. This was due to sabotage by cyanide poisoning. True or not, the consumers saw this as a product failure in terms of quality and safety. The strategy was, first and foremost:
A) protect the brand; make sure it is seen as sabotage.
B) reassure customers; safety is the first concern.
C) execute fresh public relations with Tylenol clearly presented as being the best.
D) batten down the hatches; it will blow over.
Cyanide Poisoning
A potentially fatal condition caused by exposure to cyanide, which inhibits cells from using oxygen, leading to death at high concentrations.
Product Failure
The occurrence when a product does not perform as intended or fails to meet consumer expectations, leading to dissatisfaction or withdrawal from the market.
- Acquire knowledge on tactics for overseeing customer expectations and feedback in the retail sector.
Verified Answer
RC
Robert CreelJun 23, 2024
Final Answer :
B
Explanation :
The primary strategy was to reassure customers that their safety was the first concern, which Tylenol did by recalling products and introducing tamper-proof packaging.
Learning Objectives
- Acquire knowledge on tactics for overseeing customer expectations and feedback in the retail sector.
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