BIC on the spot
On 2012, the french manufacturer of inexpensive disposable ballpoint pens, BIC, decided to launch a completely new business line called BIC for her:
What Happened?
On Oct. 3rd 2012 — the night of presidential debate in the US, @KitchenAidUSA tweeted a poorly spelled comment on its Twitter feed to over 25,000 followers about President Obama’s grandmother, who died…
One of my first memories of social communication crisis is the United Breaks Guitars incidence back in 2009, when social media was just becoming “a thing”. Here’s a…
Last weekend I went down to New York to visit my parents who were visiting the US and I decided to use the train a.k.a. Amtrak… that was the biggest mistake I made. It was a rainy Thursday afternoon and for some strange reason Boston was gridlocked at 4:30pm. I was rushing…
I chose to evaluate a social media crisis at Kitchen Aid which has a lot of parallels with the Red Cross snafu we discussed in class. Similar to what happened with the Red Cross example, an employee…
In September of 2014 Wilson Resende, a Brazilian man gave an interview to a Broadcasting TV saying that he got several…
This story is meant to demonstrate the importance of choosing the right spokesman during a crisis communication.
Toyota: Making All of the Right Moves in a Crisis
In January of 2010, Toyota faced a major crisis: it had to recall 2.3 million vehicles because of faulty accelerator pedals. As a company known for its safety and reliability, this could have been a huge blow to its brand given how it was trending on both Google and Twitter…
In February 2013 Applebee’s suffered a major social media crisis that added up to about 40,000 — largely negative — comments. A pastor had declined to leave an additional tip, writing “I…