Assignment Learning Objective: To understand how to recover your brand reputation from a bad customer experience. Preamble: Small and Medium Enterprises (SMEs) take substantial marketing to build their reputation. Giving a consistently rewarding customer experience plays a critical role in this regard. However, just one bad customer experience can in a matter of days destroy a SME’s good reputation that may have taken several months or even years to build. Consider the following scenario: Shamed on Social Media - ‘Oh Yum Yumm’ Read the article attached. Instructions: 1. You are required to recommend a detailed course of action (plan) that would help restore the ‘Oh Yum Yumm’ reputation. 2. You must support your plan by citing relevant models or processes from literature you came across in the asynchronous lecture and its research activity on Crisis Management. 3. While the owner and her brand were being ridiculed on social media, two large well know companies (a pizzeria & a baking company) sought to make fun of her. Critique their actions, indicating what impact such actions can have on their own reputations.
Assignment Learning Objective: To understand how to recover your brand reputation from a bad customer experience. Preamble: Small and Medium Enterprises (SMEs) take substantial marketing to build their reputation. Giving a consistently rewarding customer experience plays a critical role in this regard. However, just one bad customer experience can in a matter of days destroy a SME’s good reputation that may have taken several months or even years to build. Consider the following scenario: Shamed on Social Media - ‘Oh Yum Yumm’ Read the article attached. Instructions: 1. You are required to recommend a detailed course of action (plan) that would help restore the ‘Oh Yum Yumm’ reputation. 2. You must support your plan by citing relevant models or processes from literature you came across in the asynchronous lecture and its research activity on Crisis Management. 3. While the owner and her brand were being ridiculed on social media, two large well know companies (a pizzeria & a baking company) sought to make fun of her. Critique their actions, indicating what impact such actions can have on their own reputations.
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
Assignment Learning Objective: To understand how to recover your brand reputation from a bad customer
experience.
Preamble:
Small and Medium Enterprises (SMEs) take substantial marketing to build their reputation. Giving a
consistently rewarding customer experience plays a critical role in this regard. However, just one bad
customer experience can in a matter of days destroy a SME’s good reputation that may have taken several
months or even years to build.
Consider the following scenario: Shamed on Social Media - ‘Oh Yum Yumm’
Read the article attached.
Instructions:
1. You are required to recommend a detailed course of action (plan) that would help restore the ‘Oh
Yum Yumm’ reputation.
2. You must support your plan by citing relevant models or processes from literature you came across in
the asynchronous lecture and its research activity on Crisis Management.
3. While the owner and her brand were being ridiculed on social media, two large well know companies
(a pizzeria & a baking company) sought to make fun of her. Critique their actions, indicating what
impact such actions can have on their own reputations.
AI-Generated Solution
AI-generated content may present inaccurate or offensive content that does not represent bartleby’s views.
Unlock instant AI solutions
Tap the button
to generate a solution
Knowledge Booster
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, marketing and related others by exploring similar questions and additional content below.Recommended textbooks for you
Principles Of Marketing
Marketing
ISBN:
9780134492513
Author:
Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:
Pearson Higher Education,
Marketing
Marketing
ISBN:
9781259924040
Author:
Roger A. Kerin, Steven W. Hartley
Publisher:
McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:
9781337386920
Author:
William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:
Cengage Learning
Principles Of Marketing
Marketing
ISBN:
9780134492513
Author:
Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:
Pearson Higher Education,
Marketing
Marketing
ISBN:
9781259924040
Author:
Roger A. Kerin, Steven W. Hartley
Publisher:
McGraw-Hill Education
Foundations of Business (MindTap Course List)
Marketing
ISBN:
9781337386920
Author:
William M. Pride, Robert J. Hughes, Jack R. Kapoor
Publisher:
Cengage Learning
Marketing: An Introduction (13th Edition)
Marketing
ISBN:
9780134149530
Author:
Gary Armstrong, Philip Kotler
Publisher:
PEARSON
Contemporary Marketing
Marketing
ISBN:
9780357033777
Author:
Louis E. Boone, David L. Kurtz
Publisher:
Cengage Learning