Product Recall
Industry
Sports Equipment Manufacturer
Approximately 1,500 employees
Challenge
A safety defect in a sports product necessitated a global recall. Customers had to be immediately informed about the risks and guided on the required actions.
The challenge was to execute the recall transparently, swiftly, and in a way that maintained trust – in a context where customers had a strong emotional connection to the brand and the sport.
Solution
We managed the planning and execution of the entire recall communication, from developing the strategy to coordinating internationally. This involved crafting clear messages for different audiences, designing a multi-stage customer outreach with concrete action steps, and overseeing external communication with media and authorities. Across 20 countries, we ensured consistent processes, and through transparent, factual, and empathetic communication, we successfully maintained safety, preserved trust, and executed the recall seamlessly.
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