[Video] Volkswagen’s Crisis Management Fail
Another example of a company that is out of step with many of their customer’s views regarding corporate responsibility. However the failure here is not just their CC&R misstep, but that they have fallen into the traditional crisis management methods: ignoring the problem and hoping that it will go away.
The Ostrich approach only results in in worsening the crisis, as Nestle found out in 2010. It’s disappointing to see a company that has received so many benefits from social media exposure, in the form of the most watched online video of 2011, now choosing to ignore it.
A conversation is two-way. Consumers want to be active participants in your brand. Ignore them at your own peril.Tags: crisis management, fail, greenpeace, social activism, volkswagen, vw