Tainted Tomatoes. Opportunity to Strengthen Customer Loyalty?

McDonalds, other national fast food/casual dining chains, and supermarkets acted swiftly on the news that roma and red round tomatoes tainted with salmonella had entered the food chain.  This kind of response strengthens the loyalty between brands and their customers.

If you have noticed, all of these companies have been highly visible in announcing their actions. When customers see this, an implied statement registers in their brains that says, “this company recognizes their responsibilities, will protect me and my family, and values our relationship.”

When forces outside a company’s control impact their business I believe it is an opportunity to strengthen customer loyalty, protect and even build market share.  Extend special offers, couponing, or other direct marketing offers to keep current customers engaged and reach out to new customers.

What’s that old adage: “when opportunity meets preparedness, luck ensues?”