Imagine this…It’s Friday afternoon and you’ve just learned one of your flagship products has a potential health risk. By Monday morning?
Thousands of concerned customers will be calling, emailing, and posting on social media demanding answers you don’t have yet.
This exact scenario happened to one of our clients – a pet food manufacturer who discovered a potential Salmonella contamination. Within hours, they faced a decision that would impact their entire brand reputation for years.
Here’s the truth: When a product recall hits, you have about 24 hours before it transforms from an internal challenge to a full-blown public crisis.
Most brands treat recalls as rare events rather than inevitable challenges.
Big mistake!
In the first 3 quarters of 2024 alone, there were 28 USDA recalls impacting 7.91 million pounds!
Product recalls aren’t rare events – they’re a statistical certainty for growing CPG brands.
Want to see how we helped this client avoid a customer service (and ultimately total brand) catastrophe? I lay it out in The CPG Customer Service Rescue Plan.
Source: LinkedIn – Neal Topf
About the Author: Neal Topf
