Recent Crisis PR Handled Well: Tyson Foods, Pepsi & H & M

Working across crisis PR, every day there are incidents which can change a company or an individuals future. In August 2024 which just ended there were a number of high-profile crisis’ which were handled well.

Here’s a look at some and how they did it right:

1. Meta Platforms (Data Breach): Meta faced a major data breach affecting millions of users. The company promptly acknowledged the breach, offered free credit monitoring services, and updated their security protocols while keeping the public informed about the ongoing investigation.
2. H&M (Fashion Brand Controversy): H&M faced backlash over a controversial ad campaign perceived as culturally insensitive. The company quickly removed the ads, issued an apology, and committed to revising their marketing strategy and improving diversity practices.
3. Tyson Foods (Food Industry Recall): Tyson Foods recalled several products due to potential contamination. They acted swiftly by issuing a recall notice, providing clear return instructions, and offering refunds or replacements, while working closely with health authorities.

1. PepsiCo (Celebrity Endorsement Misstep): PepsiCo experienced a PR issue when a celebrity endorser was involved in a controversy. PepsiCo issued a statement distancing themselves from the controversy, terminated the endorsement, and focused on reinforcing their core values and messaging.
2. General Motors (Automotive Safety Issue): General Motors faced a PR crisis due to a safety defect in one of their models. They issued a recall, communicated openly with customers about the problem, and provided loaner vehicles while repairs were made.
3. Mayo Clinic (Healthcare Scandal): Mayo Clinic faced allegations of mismanagement and substandard care. They held a press conference to address the issues, detailed their steps to rectify the situation, and launched an independent review to ensure transparency.
4. Verizon Communications (Service Outage): Verizon experienced a significant service outage affecting millions of customers. The company quickly acknowledged the issue, provided regular updates on the resolution progress, and offered compensation or discounts to affected customers.
5. Warner Bros. Discovery (Entertainment Industry Misconduct Allegations): Warner Bros. Discovery faced a PR issue due to misconduct allegations against a prominent figure. The company paused projects involving the individual, issued a statement, and initiated an internal investigation while supporting affected parties.
6. Southwest Airlines (Flight Delay Crisis): Southwest Airlines faced backlash over severe flight delays. The airline issued a formal apology, detailed the cause of the delays, and offered compensation or vouchers to passengers, while improving scheduling and communication processes.
7. Walmart (Supply Chain Issues): Walmart dealt with supply chain disruptions that led to empty shelves and customer frustration. The company communicated transparently about the challenges, expedited restocking, and offered special promotions to retain customer loyalty.
8. Pfizer (Pharmaceutical Product Issue): Pfizer addressed concerns about a potential side effect of one of their drugs. They issued a safety alert, conducted additional research, and provided updated information to healthcare providers and the public.
9. New York City Government (Service Failure): The New York City government faced criticism for their response to a recent natural disaster. They held community meetings, outlined recovery plans, and engaged with residents to rebuild trust.
10. American Red Cross (Nonprofit Mismanagement): The American Red Cross faced accusations of mismanaging donations. They addressed the allegations by conducting an internal audit, publicly sharing the results, and implementing new financial oversight measures.
11. Los Angeles Lakers (Sports Team Controversy): The Los Angeles Lakers faced a PR crisis due to inappropriate behavior by a player. The team issued a public statement, suspended the player, and launched an educational program on conduct and ethics.
12. The New York Times (False Reporting): The New York Times faced criticism for publishing false information. They issued a retraction, apologized to those affected, and implemented stricter editorial standards to prevent future errors, while engaging in a public relations campaign to rebuild credibility.

In each case, these organizations took decisive actions to manage the crises and mitigate potential damage to their reputations.