Consumer Trust and Brand Controversies in India

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India is a country where normal consumers are very particular about the products they purchase. They do not take any brand for granted that easily. It takes several years to gain a consumer’s trust. Not only it’s important to gain one’s trust but it’s also very crucial to maintain it. There have been numerous brands that have struggled to maintain their consumer’s trust. Some of the examples are Nestle, Cadbury, and Coca cola. Occasionally a major mishap happens that shakes the trust of a particular brand in customers. There are many examples that has occurred in the recent past like the worm issue in Cadbury, pesticide issue in coca cola and the recent Maggi controversy. Maggi noodles is the flagship product of Nestle India Ltd., a subsidiary …show more content…

A focused and intense communications program was implemented over the next few months to rebuild their lost credibility and restore their confidence among the key stakeholders. Cadbury’s point of view was advertised following which Cadbury’s Managing Director had addressed various consumer concerns with the following key messages: Infestation is a storage linked problem, it’s safe to eat Cadbury chocolates and consumers must exercise the same care in purchasing a chocolate as they would while buying any other food item. To launch the new packaging, a media conference was organized in Mumbai that was followed by numerous press conferences in places that were worst affected by the crisis like Pune and Nagpur in Maharashtra and Cochin in Kerala. An innovative comparison kit was given to media and they were encouraged to compare the old and new packs and experience the significant changes in the packaging. An advertisement with a message featuring Amitabh Bachchan, was created to build a sense of credibility and excitement. Advertisements of packaging shots and factory shots were given to television channels to control the visual messaging. Senior Cadbury spokespersons had interviews with the editors of the outreach program. An advertisement called

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