How to Survive a Public Brand Scandal and Recover Customers’ Trust
March 12, 2018 -It was a chicken joke of epic proportions, but it took a while for the punch line to land.
For nearly two weeks last month, nearly 900 KFC franchises in the U.K. were unable to obtain fresh chicken parts thanks to a cock-up with the company’s new delivery firm.
KFC U.K. needed to acknowledge the problem, and it knew that the usual bland corporate apology would not satisfy its hangry customers. So the U.K. subsidiary’s agency of record, Mother London, decided to go extra crispy. It took outfull-page ads in two major dailiessuccinctly expressing what company executives, franchise owners and its finger-lickin’ fans must have been feeling.