Case study
A National Brand Recall
When a household name becomes a headline for all the wrong reasons.
The challenge
A widely trusted national food brand faced a large-scale product recall and the lawsuits that followed. Within days, competing narratives from regulators, plaintiffs’ attorneys, and national media were circulating faster than the company could verify facts, while internal legal, operational, and communications teams were working from different playbooks.
The insight
In a recall, the story told in the first 48 hours becomes the story that lasts for years.
The solution
We built a single source of truth that aligned legal, operational, and communications leads around what was known, what was being done, and what customers needed to do next. We trained spokespeople, prepared FAQs that held up under scrutiny, and developed a public-facing timeline and customer hub that preempted misinformation. Coverage shifted from blame to process, and the brand retained the trust of its core customers through the recall and subsequent litigation.
Services
- Crisis Communications
- Litigation Communications
- Media Strategy
- Stakeholder Alignment
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