Toyota executives have been virtually silent amid a recall of millions of their cars because gas pedals can become dangerously stuck. For their customers, oh, what a feeling _ fear, frustration, confusion and anger.
Since Tuesday, when the Japanese automaker said it would stop making and selling some of its top-selling models, the company has had few answers for dealers and drivers _ most notably about when Toyota owners could get their cars fixed and hit the road without worrying.
The AP article from which this quote was taken, which also features comments from Jonathan Bernstein, is just one of many slamming Toyota's handling of their enormous product recall. Considering the issues with Toyota vehicles are putting not only their owners and passengers in danger, but also everyone on the road with them, one would expect their crisis management strategy to be proactive and wide-reaching. Instead they appear to have been ill-prepared for a major recall and you can see the result.
The BCM Blogging Team
http://www.bernsteincrisismanagement.com/
Sunday, January 31, 2010
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1 comments:
Just saw the public announcement TV spot... too little too late.
As of now Toyota has still not used social media to the fullest potential... when will large companies learn that twitter and youtube are valuable assets to stakeholder relations.
They should have taken a note from the Maple Leaf foods handbook and been proactive before media speculation and attention was focused forcing them to defend themselves.
Now it will be very interesting to see how they dig themselves free from this one and how other automakers will capitalize from the ordeal.
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