Perhaps the most famous case illustrating the enormous cost of winning back lost customers is that of the “Tylenol Murders.” Seven people in the Chicago area died suddenly after taking Tylenol capsules. An investigation revealed that the capsules had been laced with cyanide, a deadly poison. When the story ran on the nightly news programs, a nationwide panic ensued that caused Tylenol’s sales to plummet overnight. Many business analysts predicted that Tylenol’s manufacturer, Johnson & Johnson, would not survive the tragedy.
Johnson & Johnson surprised the analysts by undertaking one of the most successful campaigns in history to win back customers. It worked, but the cost was huge. Johnson & Johnson undertook an intensive public relations campaign to win back the trust of its customers.
If the same incident happens today, what would be your view in this case as a customer? How does the company win back the trust of customers? What is the role of employee empowerment in this case?
article to read
https://www.researchgate.net/publication/319085435_Understanding_Customer_Needs_and_Wants
https://hbr.org/2018/03/when-empowering-employees-works-and-when-it-doesnt
Sample Solution