Article review by Clare Treston
Advertising Age, 1 February 2010, by Rich Thomaselli
Be sure to follow this story: In the USA Toyota Motor Corp. is facing a
multi-billion-dollar hit to its brand image and reputation in
the wake of its disastrous recall and sales halt. An unprecedented 2.3 million
vehicles over eight models are being recalled because of a faulty accelerator
pedal.
Crisis management experts are suggesting this is a classic text
book case of what not to do in a crisis, criticising Toyota's failure to
communicate with customers about the problem. The cost of regaining consumer
confidence through marketing is estimated at over $1billion!
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