Stabilized coverage during national product recall in one week
4/9/2025
Client: Confidential Consumer Brand
A safety recall produced a spike in negative coverage and speculation. We re centered the narrative on transparency, remediation, and customer support.
Objective
Stabilize sentiment, avoid amplification, and restore trust with clear information, credible validators, and prompt support.
Approach
- Built a message framework that prioritized safety, facts, and timelines.
- Published a single hub with recall details, eligibility, and next steps.
- Briefed priority reporters with documentation and independent lab results.
- Activated customer support scripts, escalation paths, and same day make good offers.
- Monitored coverage and social conversation to refine talking points in real time.
Outcome / Impact
- Top stories included the safety first message and remediation steps.
- Negative share of voice declined over seven days.
- Customer service backlog cleared within five days.
Services used
They brought order to a chaotic week and kept us focused on what mattered.
Background
Speculation and incomplete information were driving headlines. Customers needed clarity on eligibility and safety, and reporters wanted sourcing.
What we did
We issued a clear message framework and a single public hub for all updates. We supported spokespeople with Q&A and documentation, routed reporters to verifiable materials, and used monitoring to adapt cadence and emphasis.
Result
Coverage stabilized within a week. The preferred language appeared in priority outlets, while customers received fast answers and timely remedies.