Problem:
You are working on building a reputation for a fictional company X. The company has operated in their industry for over 100 years and has always had a strong brand with high levels of customer satisfaction. Due to the energy crisis, the costs of producing the company´s products have gone up and accessibility of materials are unstable. This has led to high prizes and long delivery times of the final product. Because of this, the company has lost trust and the customer experience has drastically decreased. Now the company receives negative media attention and their social media channels are flooded with negative comments. Now it is time for the reputation management team to act. ?
Call to action:
How can we overcome the media and reputation crisis? Build a marketing and communications plan on how to restore the company reputation and increase customer satisfaction by using the FACE IT module (F - Fact, A - Act, C- Catch the customer, E - Elevate customer trust and reputation). Please note that your task is not to solve the product pricing and delivery issues.