Food makes people happy, but sometimes food mishaps in the hospitality field can mean bad business if they aren’t handled the right way. Spin it correctly, and a restaurant might even come out on top of a mishap. Here are 21 examples of scandals, hoaxes, accidents, and other crisis communications challenges that tested restaurant companies’ PR skills and what we can learn from them.
food and beverage industry (F&b) (types of services)cidroypaes
F&B is a common abbreviation for "Food and Beverage" in the United States and Commonwealth countries, including Hong Kong. The sector/industry specializes in the conceptualization, making, and delivery of food. Most F&B employees work in restaurants and bars, such as at hotels, resorts, and casinos. In this ppt we will be discussing food and beverages industry/types of services,features etc.
I have posted this for our Hotel Mangement colleagues.
Sivakumar .JJ college of Arts and Science Silattur ,Contact Me for F&B Presentation to my Email-swasamae@yahoo.com
LO1 Understand different food and beverage production and service systems
Food production: systems eg traditional, batch cooking, call-order, centralised, assembly kitchens, sous-vide, cook-chill, cook-freeze Service: systems eg table service, counter service, à la carte, table d’hôte, silver service, family service, plate service, guéridon service, specialist food service systems Recipe and menu factors: recipe suitability and modification; customer perceptions; choice of products; flavour and appearance of dishes; nutritional value Cost implications: system costs; equipment; staff; products Staffing implications: system skills and de-skilling; job specifications; training; levels of output Application: within the hospitality industries eg hotels, restaurants, pubs, clubs and nightclubs, contract food services, hospitality services, membership clubs, events and specialist operations, banqueting, fast food, in-flight catering
Hospitality management by saffron institute of hotel management SaffronInstituteOfHo
SAFFRON INSTITUTE OF HOTEL MANAGEMENT is one of the Best INSTITUTE IN NORTH DELHI here its education and the atmosphere is world-class .The infrastructure of our INSTITUTE is very spectacular and worth seeing. The atmosphere here is very good. Our children read and get enough success.
contact us:-http://www.saffronihm.com/
What is bar? What are the different types of beverage service industry. Packed for you to read, study and learn about bar and bar and beverage industry.
Aaron Allen & Associates, a global restaurant consultancy, shares some of their recent projects and past experience. The firm has represented clients spanning 6 continents and over 100 countries and has also worked extensively in the Middle East.
food and beverage industry (F&b) (types of services)cidroypaes
F&B is a common abbreviation for "Food and Beverage" in the United States and Commonwealth countries, including Hong Kong. The sector/industry specializes in the conceptualization, making, and delivery of food. Most F&B employees work in restaurants and bars, such as at hotels, resorts, and casinos. In this ppt we will be discussing food and beverages industry/types of services,features etc.
I have posted this for our Hotel Mangement colleagues.
Sivakumar .JJ college of Arts and Science Silattur ,Contact Me for F&B Presentation to my Email-swasamae@yahoo.com
LO1 Understand different food and beverage production and service systems
Food production: systems eg traditional, batch cooking, call-order, centralised, assembly kitchens, sous-vide, cook-chill, cook-freeze Service: systems eg table service, counter service, à la carte, table d’hôte, silver service, family service, plate service, guéridon service, specialist food service systems Recipe and menu factors: recipe suitability and modification; customer perceptions; choice of products; flavour and appearance of dishes; nutritional value Cost implications: system costs; equipment; staff; products Staffing implications: system skills and de-skilling; job specifications; training; levels of output Application: within the hospitality industries eg hotels, restaurants, pubs, clubs and nightclubs, contract food services, hospitality services, membership clubs, events and specialist operations, banqueting, fast food, in-flight catering
Hospitality management by saffron institute of hotel management SaffronInstituteOfHo
SAFFRON INSTITUTE OF HOTEL MANAGEMENT is one of the Best INSTITUTE IN NORTH DELHI here its education and the atmosphere is world-class .The infrastructure of our INSTITUTE is very spectacular and worth seeing. The atmosphere here is very good. Our children read and get enough success.
contact us:-http://www.saffronihm.com/
What is bar? What are the different types of beverage service industry. Packed for you to read, study and learn about bar and bar and beverage industry.
Aaron Allen & Associates, a global restaurant consultancy, shares some of their recent projects and past experience. The firm has represented clients spanning 6 continents and over 100 countries and has also worked extensively in the Middle East.
We are tracking hundreds of restaurant trends emerging around the world. The pace of change is accelerating. Success these days favors those companies who innovate; and that means not only knowing the restaurant trends, but creating them. Aaron Allen & Associates is here to provide you the guidance and resources you need to understand important restaurant trends, what’s influencing them, why they matter, and what it all means for your company.
Be sure to subscribe to our newsletter at www.aaronallen.com
The Middle East: The Land of Restaurant OpportunityAaron Allen
With the discovery of oil in the Gulf Coast and surrounding areas, the Middle East has become a prosperous region. It boasts some of the highest concentrations of millionaires in the world. There is plenty of wealth to go around, and with that wealth, a penchant to indulge in luxurious hotels and restaurants.
Aaron Allen & Associates has curated a collection of modern pizza marketing promotions and campaigns that worked. See examples of effective digital, web, mobile, social, and four-walls marketing. Also includes examples of innovations in packaging, delivery vehicles, online ordering, and turnarounds.
Social Media, PR and Crisis Management in a changing Landscape - Lars VoedischLars Voedisch
What corporate communicators need to know about social media and what it means for your organization
Linking PR efforts to business objectives
Managing strategic media relations in times of continuous change and crisis
Identifying and understanding the new influencers
Leveraging upcoming trends and opportunities
Perfect Food: The Silicon Valley Food MovementTrung Ho
What would the food system look like if we started over?
That's the question that investors, entrepreneurs, and food scientists in Silicon Valley are asking as they've been working towards creating a more sustainable food system as the global population inches closer to 9.6 billion by 2050. Mayonnaise without eggs? Real-tasting meat made from plants? Living a healthy life on a nutritious drink alone? Food from the Silicon Valley Food Movement may sound crazy, but they're becoming more and more popular as large groups of investors, chefs, environmental and animal activists, consumers, and just about all walks of life are gravitating towards the idea that food can and should be healthy, tasty, and help make a positive difference in the world's future.
This report looks at the different food startups and its corresponding trends/driving factors, as well as its implications for big food brands. This report also takes a look at related food trends and its manifestations that are occurring outside of Silicon Valley.
BECG017 IBS Center for Management Research .docxgarnerangelika
BECG/017
IBS Center for Management Research
The McDonald’s ‘Beef Fries’ Controversy
This case was written by A.Mukund, IBS Center for Management Research. It was compiled from published sources, and is
intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective handling of a
management situation.
Claire Latham
14609 Uplands Drive
Lake Oswego, OR 97034
United States
Licensed to print 10 copies, 21 November, 2016.
License valid upto 20 February, 2017.
2002, IBS Center for Management Research. All rights reserved.
To order copies, call +91-9640901313 or write to IBS Center for Management Research (ICMR), IFHE Campus, Donthanapally,
Sankarapally Road, Hyderabad 501 203, Telangana, India or email: [email protected]
www.icmrindia.org
1
BECG/017
The McDonald’s ‘Beef Fries’ Controversy
“Hindus and vegetarians all over the world feel shocked and betrayed by McDonald's deception
and ultimate greed.”
- Attorney Harish Bharti, on filing the lawsuit against McDonald’s, in May 2001.
“These are the ways the fries are made in the US, and we don’t have any plans to change.”
- Walt Riker, McDonald’s spokesperson, in May 2001.
A CONTROVERSY ERUPTS
In May 2001, a class action lawsuit
1
was filed against the world‘s largest fast-food chain
McDonald‘s, in Seattle, US. The lawsuit alleged that the company had, for over a decade, duped
vegetarian customers into eating French fries
2
that contained beef extracts. The lawsuit followed a
spate of media reports detailing how the French fries served at McDonald‘s were falsely promoted
as being ‗100% vegetarian.‘
Although McDonald‘s initially declined to comment on the issue, the company issued a
‗conditional apology,‘ admitting to using beef flavoring in the fries. The furore over the matter
seemed to be settling down, when to McDonald‘s horror, some of its restaurants in India were
vandalized. Activists of Hindu fundamentalist groups – the Shiv Sena, the Vishwa Hindu Parishad
(VHP) and the Bajrang Dal, staged a demonstration in front of the McDonald‘s head office in
Delhi protesting the alleged use of beef flavouring. They submitted a memorandum to the Prime
Minister, demanding the closure of all McDonald‘s outlets in the country.
Activists also staged protests in front of McDonald‘s restaurants in south Mumbai and Thane.
Mobs ransacked the outlet at Thane, broke the glass panes and smeared the McDonald‘s mascot
Ronald with cow dung. About 30 people were arrested and later let off on bail. Company officials
estimated the loss to the outlet at Rs 2 million.
Officials at McDonald‘s India quickly announced that the vegetarian products served in India did
not have any non-vegetarian content (Refer Exhibit I for details). However, despite this
reassurance, the anti-McDonald‘s wave refused to die down.
Meanwhile, more cases were being filed against McDonald‘s – t.
Based on the case study Chipotle Mexican Grill Quality AtStake. .pdfaminaENT
Based on the case study Chipotle Mexican Grill: Quality At
Stake.
Please answer the following questions accurately and thoroughly.
What were the main shortcomings of the processes? Chipotle Mexican Grill: Quality at Stake
"Perception is reality, and people perceive fresh food to be safe food. But that's not necessarily
the case. Fresh means no chemicals, no preservatives, and that the food isn't processed. And with
that comes a certain amount of risk. Chipotle receives products from a mass number of suppliers.
If you're receiving food from only a few suppliers, it's much easier to manage. If you're receiving
food from over 100 suppliers, it's much more difficult to manage, " - Francine Shaw (Shaw),
President of Food Safety Training
Solution
s, in May 2016 "If there is a silver lining in not knowing for sure what the cause is, it is that it
has prompted us to do a comprehensive reassessment of all of the ingredients we use with an eye
to establishing best practices for the handling of each ingredient we use. The result of this
reassessment is an enhanced food safety plan that should allow us to eliminate or mitigate risks
in this area to a level near zero." - Chris Arnold, Communications Director, Chipotle Mexican
Grill, in December 2015 In July 2017, Chipotle Mexican Grill (Chipotle), a Mexican chain of
fast food restaurants based in Denver, Colorado, provisionally closed a restaurant in Virginia, the
US, after more than 130 customers complained of falling ill and experiencing symptoms
consistent with norovirus. The company reassured its customers that it was maintaining proper
food safety procedures. "Norovirus does not come from our food supply, and it is safe to eat at
Chipotle," said Jim Marsden, Executive Director of food safety at Chipotle. Nevertheless, the
shares of the company declined by 4% as soon as news of the closure of the facility came out. To
add to its woes, on July 18,2017 , three mice were filmed running around a Dallas Chipotle
restaurant. Though the company stressed that it was "an extremely isolated and rare incident",
this development, brought Chipotle once again back in the news for its food safety, an issue that
had been plaguing the company since 2015. At the beginning of 2015, hundreds of customers of
the fast food chain across 14 states fell sick after a series of outbreaks ranging from E. Coli to
norovirus to salmonella. As a result, sales were affected and in January 2016 , they were down
by as much as 36%. In an effort to win back its customers, Chipotle had not only strengthened its
food safety practices, but also spent heavily on promotions and discounts. It also took various
initiatives including testing new menu items like the queso cheese dip and a Mexican dessert
called buuclos. While the company was in the process of regaining consumer trust, the closure of
its facility in Virginia seriously affected its brand image. Though Chipotle soon reopened the
facility in Virginia and no other restaurants in the c.
For their final project, second semester Northern Virginia Community College Composition students (ENG 112) work in groups to create presentations that introduce, analyze, and draw a conclusion about a significant American cultural artifact, (a trend, a celebrity, or anything that significantly impacts American culture). Students work together to build a persuasive argument using a combination of text, multimedia, and visual design. Students develop a claim about the negative or positive impact of the artifact on the demographic of American culture it affects. Alternatively, students may discuss what the artifact says about our culture.
These students are asked to explore a cultural artifact and determine its significance and/or role in our society. Students are encouraged to present their findings using any media they wish to implement.
http://nyti.ms/11TOoSR
Magazine
The Extraordinary Science of Addictive
Junk Food
By MICHAEL MOSS FEB. 20, 2013
On the evening of April 8, 1999, a long line of Town Cars and taxis pulled
up to the Minneapolis headquarters of Pillsbury and discharged 11 men
who controlled America’s largest food companies. Nestlé was in
attendance, as were Kraft and Nabisco, General Mills and Procter &
Gamble, Coca-Cola and Mars. Rivals any other day, the C.E.O.’s and
company presidents had come together for a rare, private meeting. On
the agenda was one item: the emerging obesity epidemic and how to deal
with it. While the atmosphere was cordial, the men assembled were
hardly friends. Their stature was defined by their skill in fighting one
another for what they called “stomach share” — the amount of digestive
space that any one company’s brand can grab from the competition.
James Behnke, a 55-year-old executive at Pillsbury, greeted the men
as they arrived. He was anxious but also hopeful about the plan that he
and a few other food-company executives had devised to engage the
C.E.O.’s on America’s growing weight problem. “We were very
concerned, and rightfully so, that obesity was becoming a major issue,”
Behnke recalled. “People were starting to talk about sugar taxes, and
there was a lot of pressure on food companies.” Getting the company
chiefs in the same room to talk about anything, much less a sensitive
http://www.nytimes.com/section/magazine
http://nyti.ms/11TOoSR
http://www.nytimes.com/pages/magazine/index.html
http://topics.nytimes.com/top/reference/timestopics/people/m/michael_moss/index.html
issue like this, was a tricky business, so Behnke and his fellow organizers
had scripted the meeting carefully, honing the message to its barest
essentials. “C.E.O.’s in the food industry are typically not technical guys,
and they’re uncomfortable going to meetings where technical people talk
in technical terms about technical things,” Behnke said. “They don’t
want to be embarrassed. They don’t want to make commitments. They
want to maintain their aloofness and autonomy.”
A chemist by training with a doctoral degree in food science, Behnke
became Pillsbury’s chief technical officer in 1979 and was instrumental in
creating a long line of hit products, including microwaveable popcorn.
He deeply admired Pillsbury but in recent years had grown troubled by
pictures of obese children suffering from diabetes and the earliest signs
of hypertension and heart disease. In the months leading up to the
C.E.O. meeting, he was engaged in conversation with a group of food-
science experts who were painting an increasingly grim picture of the
public’s ability to cope with the industry’s formulations — from the
body’s fragile controls on overeating to the hidden power of some
processed foods to make people feel hungrier still. It was time, he and a
handful of others felt, to warn the C.E.O.’s that their companies may
have gone too far in ...
Great things in business are never done by one person. They're done by a team of people.
Technology is nothing. What's important is that you have a faith in people, that they're basically good and smart, and if you give them tools, they'll do wonderful things with them.
That's been one of my mantras - focus and simplicity. Simple can be harder than complex: You have to work hard to get your thinking clean to make it simple. But it's worth it in the end because once you get there, you can move mountains.
Steve Jobs
This case was written by Dr. Sam DeMarie, Pam Manhart, and .docxMARRY7
This case was written by Dr. Sam DeMarie, Pam Manhart, and Dr. Charles B. Shrader all of the Department of Management,
College of Business, Iowa State University, December 28, 2010. It is intended to be used as a basis for classroom discussion
rather than as a demonstration of either effective or ineffective management of a situation. The dialog included in the case is
fictional and is for illustrative purposes only.
Samuel M. DeMarie, Pam Manhart and Charles B. Shrader
McDonald’s: From Big Mac to P’tit Plaisir
Introduction1, 2, 3
Jim Skinner, current CEO of McDonald’s Corporation, sat in his office and reflected on his
company’s recent experiences. The firm had overcome many obstacles in its quest to be viewed
as a valued business partner in each of its operating regions. The future looked bright.
Was it only a few short years ago that McDonald’s had been the focus of demonstrations and
sometimes violent protests? McDonald’s had doggedly used its tried and true business practice
of standardization to create a consistent customer experience throughout the world. This allowed
the company to become the world’s largest fast food restaurant business. Yet somehow this
previously sound business strategy had unintentionally led to the company becoming an icon for
much that was wrong with global business. Those were challenging times and required
significant changes to rebuild the global brand of McDonald’s.
As Skinner considered his company’s situation the phone rang. It was Cindy Goody, Director of
Nutrition for the company. Goody told Skinner about a troubling commercial she had just
finished watching on US television. In the commercial the iconic Golden Arches appear
shackled over the feet of a dead man with the caption ‘I was lovin’ it’. A hamburger is clutched
in his hand, and a woman weeps over his body. Goody, knew this was exactly the type of thing
she and Skinner thought they had defeated. The commercial, developed by the nonprofit group
Physicians Committee for Responsible Medicine, was the latest in a series of attempts to blame
fast food consumption for increasing rates of heart-disease and obesity. Frustrated but resolute,
Goody knew the company was now committed to providing balanced menu choices for
customers, and that many of its menu items were healthy while being reasonably priced. She felt
confident in the company’s new menu that reflected traditional American tastes but also
incorporated foods from around the world. The new, more expansive menu now included
everything from one-dollar burgers and snack wraps to moderately expensive salads, and was
gaining appeal to an ever widening range of customers.
2 Iowa State University College of Business
Goody had been instrumental in developing the healthier and more international menu over the
past few years. Her work entailed traveling the world for menu ideas, infusing the menu with
healthier items, and hirin ...
A society whose citizens refuse to see and investigate the facts, who refuse to believe that their government and their media will routinely lie to them and fabricate reality contrary to verifiable facts, is a society that chooses and deserves the police state dictatorship it is going to get. - Ian Williams Goddard
Similar to Restaurant Crisis Communications and Reputation Management (20)
Restaurant Second Opinion Aaron Allen & Associates.pdfAaron Allen
We’ve recently been asked a lot to work as an objective third party to validate new models, speed of operations, new initiatives (from changes in positioning to new prototypes to what geographies to launch into), long-term strategic plans, and brand portfolios.
The value of a professional second opinion cannot be overstated. And no matter what, you will get a second opinion. If you don’t get a second opinion from an expert, you’ll get it from the market (and from critics).
Expert, objective third-party validation can not only reduce the risk of any new initiatives but also contribute innovative ways for growth.
Aaron Allen Advantages of Doing Due Diligence.pdfAaron Allen
There is an art to executing successful M&A and the biggest advantage is in being thoroughly prepared to demonstrate exactly why a given deal makes strategic and financial sense — or why it doesn’t. Thorough due diligence can challenge the investment thesis and the assumptions on which it is built. These are some of the reasons why you should conduct commercial and operational due diligence when buying a restaurant chain. It may seem like a big investment, but the ROI makes it worth it.
Given rising interest rates, lingering inflation concerns, global tensions, financial instability in China, and a looming commercial real estate downturn in the U.S., the prospects for economic growth are significantly jeopardized. Consequently, foodservice CEOs find themselves under immense pressure to enhance sales and sustain margins.
To find your own best way through, remember: “The better the question, the better the answer.”
Here are some of the questions the best C-suite executives we know are asking of themselves and their organizations.
Restaurant CEO priorities are evolving, and it makes sense given how quickly the consumer and competitive landscape are shifting.
Here, we round up ten learnings every CEO should review often to stay ahead.
Much opportunity remains ahead for the foodservice industry.
Discover the latest restaurant, foodservice, and consumer dining trends, forecasts, and predictions at https://aaronallen.com/newsletter - #trends for casual dining, delivery, market share, and other foodservice industry insights.
Hotel F&B Case Studies, Examples & Fresh IdeasAaron Allen
Innovative hotel restaurant designs don’t always have to be sweeping in scope. Sometimes the cleverest ones are also the smallest. Here are five tiny hotel restaurants truly maximizing their available space.
janani Digital Marketer|Digital Marketing consultant|Marketing Promotion|Coim...janudm24
Myself Janani Digital marketing consultant located in coimbatore I offer all kinds of digital marketing services for your business requirements such as SEO SMO SMM SMO CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
5. Promotion with less investment
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Free Website + Digital Marketing Services
Techvolt Software offers Free website design for all customer and clients who is availing the digital marketing services for a minimum period of 6 months.
With Regards
Janani Digital Marketer
Coimbatore,Tamilnadu.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
First Things First: Building and Effective Marketing Strategy
Too many companies (and marketers) jump straight into activation planning without formalizing a marketing strategy. It may seem tedious, but analyzing the mindset of your targeted audiences and identifying the messaging points most likely to resonate with them is time well spent. That process is also a great opportunity for marketers to collaborate with sales leaders and account managers on a galvanized go-to-market approach. I’ll walk you through the methods and tools we use with our clients to ensure campaign success.
Key Takeaways:
-Recognize the critical role of strategy in marketing
-Learn our approach for building an actionable, effective marketing strategy
-Receive templates and guides for developing a marketing strategy
Checkout Abandonment - CRO School by Mailmodosaba771143
Fear of abandonment’ means a whole different thing in eCommerce.
Because the loss is tangible. And felt right in your pocket.
But that also means there are real things you could fix.
One of the final stages of shopping abandonment occurs is the checkout page.
Which means it impacts your bottom line directly.
So here’s a rundown of:
→ Reasons shoppers abandon the checkout process
→ How other brands cope with these issues
→ Actionables to fix your checkout flow
Do it right, and you’ll feel the change in your revenue.
This is a part of our CRO School series - to help you fix the revenue leaks in your eCommerce store.
Sign up for CRO School and get these insights right in your inbox
(Visit the link to enroll ->https://www.mailmodo.com/cro-school/?utm_source=cro-school&utm_medium=slideshare )
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Exploring the Top Digital Marketing Company in CanadaSolomo Media
Choosing Solomo Media as your digital marketing company in Canada can propel your business to new heights. With their expertise, innovative solutions, and client-centric approach, they are well-equipped to help you achieve your digital marketing goals. By focusing on strategic planning, leveraging cutting-edge tools, and delivering measurable results, Solomo Media proves to be a valuable partner in navigating the complex world of digital marketing.
As 2023 proved, the next few years may be shaped by market volatility and artificial intelligence services such as OpenAI's ChatGPT and Perplexity.ai. Your brand will increasingly compete for attention with Google, Apple, OpenAI, and Amazon, and customers will expect a hyper-relevant and individualized experience from every business at any moment. New state-legislated data privacy laws and several FTC rules may challenge marketers to deliver contextually relevant customer experiences, much less reach unknown prospective buyers. Are you ready?Let's discuss the critical need for data governance and applied AI for your business rather than relying on public AI models. As AI permeates society and all industries, learn how to be future-ready, compliant, and confidentlyscaling growth.
Key Takeaways:
Primary Learning Objective
1: Grasp when artificial general intelligence (""AGI"") will arrive, and how your brand can navigate the consequences. Primary Learning Objective
2: Gain an accurate analysis of the continuously developing customer journey and business intelligence. Primary Learning Objective
3: Grow revenue at lower costs with more efficient marketing and business operations.
QuickBooks Sync Manager Repair Tool- What You Need to Knowmarkmargaret23
Occurrence of technical errors on QuickBooks is common but it can be resolved with the use of QuickBooks Sync Manager Tool . With the help of this too, users can sync the QuickBooks Desktop company file with the Intuit online server. It is compatible with versions QuickBooks Pro, Premier, or Enterprise. In case a user faces sync-related errors then they simply need this repair tool.
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
In today's digital world, customers are just a click away. "Grow Your Business Online: Introduction to Digital Marketing" dives into the exciting world of digital marketing, equipping you with the tools and strategies to reach new audiences, expand your reach, and ultimately grow your business.
website = https://digitaldiscovery.institute/
address = C 210 A Industrial Area, Phase 8B, Sahibzada Ajit Singh Nagar, Punjab 140308
The Good the Bad and The Ugly of Marketing MeasurementNapierPR
We explore how B2B marketers can impress the board by measuring their PR and marketing campaigns successfully, and explore 5 metrics that will get you promoted, and 3 that will get your fired.
We cover:
-Meaningless marketing metrics
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-The importance of the customer journey
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Gokila digital marketing| consultant| Coimbatoredmgokila
Myself Gokila digital marketing consultant located in Coimbatore other various types of digital marketing services such as SEM
SEO SMO SMM CAMPAIGNS content writing web design for all your business needs with affordable cost
Digital Marketing Services | Techvolt Software :
Digital Marketing is a latest method of Marketing techniques widely used across the Globe. Digital Marketing is an online marketing technique and methods used for all products and services through Search Engine and Social media advertisements. Previously the marketing techniques were used without using the internet via direct and indirect marketing strategies such as advertising through Telemarketing,Newspapers,Televisions,Posters etc.
List of Services offered in Digital Marketing |Techvolt Software :
Techvolt Software offers best Digital Marketing services for promoting your products and services through online platform on the below methods of Digital marketing
1. Search Engine Optimization (SEO)
2. Search Engine Marketing (SEM)
3. Social Media Optimization (SMO)
4. Social Media Marketing (SMM)
5. Campaigns
Importance | Need of Digital Marketing (Online Promotions) :
1. Quick Promotions through Online
2. Generation of More leads and Business Enquiries via Search Engine and Social Media Platform
3. Latest Technology development vs Business promotions
4. Creation of Social Branding
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The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
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Email has the best ROI of any digital tactic
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It is increasingly important as the cookie-less future gets closer and closer
Videos are more engaging, more memorable, and more popular than any other type of content out there. That’s why it’s estimated that 82% of consumer traffic will come from videos by 2025.
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As part of my college project, I applied my learning in brand strategy to create a comprehensive project for a luxury handloom saree brand. Key aspects of this project included:
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In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
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Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
Google Ads Vs Social Media Ads-A comparative analysisakashrawdot
Explore the differences, advantages, and strategies of using Google Ads vs Social Media Ads for online advertising. This presentation will provide insights into how each platform operates, their unique features, and how they can be leveraged to achieve marketing goals.
2. THE 21 BIGGEST CRISIS COMMUNICATIONS CHALLENGES IN RESTAURANT HISTORY
CRISIS
COMMUNICATION
Food makes people happy, but sometimes food mishaps in the hospitality field can mean bad
business if they aren’t handled the right way. Spin it correctly, and a restaurant might even come
out on top of a mishap. Here are 21 examples of scandals, hoaxes, accidents, and other crisis
communications challenges that tested restaurant companies’ PR skills and what we can learn
from them.
3. The 21 Biggest Crisis Communications Challenges in Restaurant History
DENNY’S OVERCOMES RACIST REPUTATION
By the ‘90s, Denny’s had built up a reputation for racism that culminated in 1994 with the $54
million settlement of a class action lawsuit brought by black customers claiming discrimination. It
was the largest lawsuit pursued under the Civil Rights Act.
Denny’s poured millions into an anti-racism campaign and education strategy in the mid ‘90s,
particularly aiming to educate its employees. It brought on a black-owned company to run
numerous franchises and promised to franchise more minority-owned restaurants. Since the early
2000s it’s topped several diversity employment lists and awards and been quick to respond to
any cases of racism in its restaurants.
STATS
• Following the lawsuit, increase of minority officers on board increased from 0 to 11 percent
between 1993 and 1996.
• 20 percent minority director positions in 1996 up from 0 in 1993
• 27 African American owned franchises in 1996 up from one in 1993
1
4. The 21 Biggest Crisis Communications Challenges in Restaurant History
DOMINO’S EMPLOYEES DISGUST ONYOUTUBE
In 2009, Domino’s Pizza discovered that a viral prank video can do a
lot of damage. Two employees filmed themselves performing
disgusting acts with Domino’s food and posted it to YouTube.
Domino’s issued a statement on its website 24 hours after the video
was posted, leading to the original video getting more exposure. A
survey of brand perception showed Domino’s perception had turned
negative after the video.
Two days after the incident, the company posted its own video to
social media. In the video, Domino’s president Patrick Doyle
apologized for its employees’ actions, saying the two offenders were
fired, and assuring the public they were stepping up their food safety
vigilance. Domino’s also later created a Pizza Tracker where guests
can follow their food in real time from store to home delivery.
The genuine and quick response to the scandal helped Domino’s
recover, as well as its emphasis that this was an isolated incident by
two employees, not a company-wide attitude. Since then, the
Domino’s incident has become a case study of a positive response to
a crisis communication situation.
2
STATS
• Hundreds of dollars of food were immediately
discarded at the Conover, N.C., store where the
video was filmed.
• The Conover store later closed due to bad
business after the scandal. Surrounding Charlotte,
N.C., stores’ sales were also affected.
• The top Google search results for Domino’s
referenced the scandal in the days afterwards.
• Video received 700,000 hits in one day.
• 2011 earnings had rebounded after the incident,
surpassing analysts’ estimates by 22 percent in its
second-quarter earnings.
5. The 21 Biggest Crisis Communications Challenges in Restaurant History
CHI-CHI’S HEPATITIS A OUTBREAK
Mexican restaurant chain Chi-Chi’s was brought down by the largest outbreak of Hepatitis A in
U.S. restaurant history in 2003. Already suffering from bankruptcy filing, the Hep A cases knocked
out the rest of Chi-Chi’s stamina. Four people died, one needed a liver transplant, and hundreds
were sickened.The culprit: Green onions from Mexico that were used to make a mild salsa at the
restaurant.While the fault was the suppliers, Chi-Chi’s was not financially solvent enough and did
not have enough liability insurance to meet all the claims that came out after the outbreak.
Outback eventually bought the remaining Chi-Chi’s and converted or closed them.
There are still restaurants in Europe, the Middle East and Indonesia and Chi-Chi’s products are
sold in the U.S. But it’s a long fall from the chain’s peak of 230 restaurants.
STATS
• $6.25-million settlement to man who needed a liver transplant
• $800,000 settlement to a class action lawsuit
3
6. The 21 Biggest Crisis Communications Challenges in Restaurant History
JACK INTHE BOX E. COLI OUTBREAK
Jack in the Box’s 1993 E. coli outbreak in the Northwest comes up
over and over again as a classic communications crisis example. The
outbreak from infected meat sickened almost 600 people and killed
four, including children.Tens of millions of dollars in profits were lost
as a result and it took the restaurant years to recover.
In its first press release on Jan. 18, 1993, three days after it was told E.
Coli had been linked to its meat, Jack in the Box initially tried to
distance itself from total responsibility, saying other sources could be
at fault. A Jan. 21 release however confirmed that it was the
restaurant’s meat that was the source of E. coli.The chain soon after
pledge to “do everything that is morally right for those individuals
who had experienced illness after eating at Jack in the Box
restaurants as well as their families.”
The chain switched suppliers, destroyed existing meat, raised meat
cooking temperatures, and pledged to pay all medical costs related to
the outbreak. This was the first major, public E. coli outbreak in
modern U.S. history and led to new food safety laws.
4
STATS
• 20,000-pounds of destroyed meat
• Foodmaker parent company lost $138
million and Moody’s downgraded debt to
junk bond status
• Foodmaker stock dropped 30 percent in
immediate aftermath
• $20-30 million in losses total
• 600-plus people sickened, 4 dead
7. The 21 Biggest Crisis Communications Challenges in Restaurant History
WENDY’S FINGER INTHE CHILI
One woman’s ploy to get money out of Wendy’s led to one of the
most well-known restaurant “scandals” in history. In March 2005, a
customer reported she’d found a severed fingertip in her cup of chili
at a San Jose Wendy’s. It would later turn out to be a hoax, the finger
planted by the guest, who was later found guilty of extortion.
In the meantime,Wendy’s did not respond as well as it could have. It
did immediately, in the days after the finger was found, verify that it
didn’t come from store employees or a supply problem. It also
offered a reward and set up a tipline for finding whoever left the
fingertip in the chili. It gave away free food as well.
But Wendy’s was widely thought to have not communicated with its
guests or the wider public enough during the crisis. It failed to
distance Wendy’s general cleanliness and standards from the hoax.
The chain, for example, didn’t offer outside expert verification of
Wendy’s store hygiene management. Chili was never removed from
the menu even temporarily, which would have been a clear signal the
chain was taking the allegation seriously.
5
STATS
• 2.5 percent sales loss or about $15 million
between March 23 and April’s end after
crisis
• Approximately $21 million in lost sales
total
• Business down by close to 50 percent at
some nor thern California Wendy’s
branches
• Some workers laid off and hours cut at
other stores
8. The 21 Biggest Crisis Communications Challenges in Restaurant History
#MCDSTORIESTWITTER CAMPAIGN BACKFIRES
McDonald’s thought it had a clever social media campaign on its hands when it launched its
#McDStories hashtag and paid Twitter to promote the campaign in January 2012. It was hoping
for heartwarming “shared fries with my sister” sorts of tweets. Instead it found its hashtag hijacked
by disgruntled McDonald’s guests who had food poisoning stories and ingredient complaints to
share.
The campaign only lasted two hours before McDonald’s pulled it. It immediately followed with
what it thought was a tamer #littlethings hashtag to try and compensate for the previous Twitter
damage.
6
STATS
• #McDStories was used 1,600 times
in two hours
• 68 percent of tweets using hashtag
were negative
• McDonald’s stock fell 3 percent four
days after the campaign
9. The 21 Biggest Crisis Communications Challenges in Restaurant History
TACO BELL BEEF LAWSUIT
Taco Bell was sued in 2011 by a guest who said the restaurant chain’s beef was mostly filler.The
company quickly rolled out a campaign responding to the lawsuit, which was later dropped.
Taco Bell’s campaign received widespread kudos for countering the “where’s the beef” scandal
with a video response, cheeky print and TV ads, food item discount, good social media exposure
and a counter suit.There was also a popular free taco Facebook giveaway.
7
STATS
• $3 million ad campaign
• 88 cent item discount
10. The 21 Biggest Crisis Communications Challenges in Restaurant History
AJISEN RAMEN FIBS ABOUT SIGNATURE SOUP
Japanese-based noodle chain Ajisen Ramen is very popular in China and has 600 stores
worldwide. But its China stores got hit in 2011, not for food safety issues, but for bad marketing. It
had promoted its signature pig-bone soup as being made from scratch using slow-cooked bones
in every bowl. In actuality, the soup was mass-produced from a factory-made concentrate.
Ajisen Ramen had also exaggerated the nutritional claims of the soup using a university analysis of
its concentrate, not the later diluted soup. In addition, it had earlier been fined $122,000 for using
sorbitol in its noodles.
All together, the ingredient revelations led to a tank in stock prices. The company apologized,
provided details of its soup base production process. But only vaguely referenced how it planned
to regain consumer trust after the incident and could have used a stronger PR push.
STATS
• 50 percent stock drop on Hong Kong stock market in month after ingredient news
• 6.7 percent stock drop in the day after trading resumed following temporary suspension
• UBS AG downgraded Ajisen Ramen stock from “buy” to “hold” and lowered stock target
price 35 percent
• 163.com poll found 90 percent of 2,434 people surveyed said controversy affected their
decisions on where they’d eat out
8
11. The 21 Biggest Crisis Communications Challenges in Restaurant History
BURGER KING’STWITTER ACCOUNT HACKED
Burger King found that social media can get totally out of control
in February when its Twitter account was hacked in one of the
most high-profile social media “disaster” cases since the
medium’s advent. The hackers changed Burger King’s name to
McDonald’s, claimed BK had been bought by the other company,
switched its background and profile images, and tweeted odd
and drug-related posts for an hour before the account was
suspended.
McDonald’s quickly tweeted its innocence saying,“We empathize
with our @BurgerKing counterparts. Rest assured, we had
nothing to do with the hacking.” And by the end of the day,
Burger King had returned its account to normal, tweeting,
“Interesting day here at Burger King, but we’re back! Welcome to
our new followers. Hope you all stick around!”
Burger King also released a statement within hours of the hack,
apologizing for the “erroneous tweets.” While it was an
embarrassing episode for the company, it ended up spinning
positive with lots of media exposure and gaining more followers.
But hopefully the company got a more secure password both for
itsTwitter account and its social media-related email accounts.
9
STATS
Gained 30,000 new followers during hack
5,000 new followers in first 30 minutes of hack
300 percent increase in Twitter mentions during
hack with 450,000 tweets on the topic worldwide
Make sure usernames and passwords are secure.
12. The 21 Biggest Crisis Communications Challenges in Restaurant History
WHAT IS IN A NAME AT “SAMBO’S”
Sambo’s was a popular mid-19th century pancake chain that refused to see its name as the racist
liability it became.The chain’s name came from the two owner’s names combined and used the
story of Little Sambo and a tiger because of its connection to pancakes, which the chain was
known for.At its peak, Sambo’s had 1,117 restaurants. But a series of lawsuits and protests alleging
Sambo’s use of its name was tied to racism began in the 70s.
While Sambo’s did change the name of several of its restaurants, it was the corporate position
that the name was never racist to begin with that showed true hubris. A proposed expansion in
Toledo in the late 70s led to Sambo’s suing to use its name in the new restaurants.
There was an innate branding issue.The company would later claim its name was not related to
the “Little Black Sambo” books, but older restaurants had the little boy and his tiger as décor and
in signage.The company eventually had to file for bankruptcy with its restaurants closed or sold.
The owner of the one remaining Sambo’s today tried to relaunch the restaurants in the late-90s
using the original name. It was a no go.
STATS
• One remaining Sambo’s, the original in Santa Barbara
• $77.8 million in losses in 1979, $11.6 million in 1980, and $29 million in part of 1981
10
13. The 21 Biggest Crisis Communications Challenges in Restaurant History
YO! SUSHI RESPONDSTO POOR HEALTH INSPECTION
Popular British sushi chain Yo! Sushi got hugely negative
feedback in 2008 when it was rated as the worst restaurant
hygiene offender in prominent British newspaper, The
Independent. Eight of 23 Yo! Sushi restaurants in Britain at
the time were rated as having two stars or less, putting it
below legal hygiene requirements.
The chain responded saying hygiene was very important to
its restaurants, going over its policies. Yo! Sushi also
expressed “concerns” over the UK health inspection “scores
on the doors” program. It said that it felt sushi rice could be
kept out for four hours rather than two for normal hot
food.
Despite, its protests, Yo! Sushi followed up its hygiene hit
over the next several years by establishing new health and
safety monitoring systems, as well as, online employee
training.The sushi chain has continued to expand outside of
Britain, including into the U.S. since then and has been voted
one of the country’s best chains.
11
STATS
• Almost $56,000 saved on employee hygiene
training costs by instituting a consistent online
training program
Image Credit: http://www.yosushi.com
14. The 21 Biggest Crisis Communications Challenges in Restaurant History
PAT & OSCAR’S E. COLI BANKRUPTCY
California restaurant chain Pat & Oscar’s experienced an E. coli outbreak in its restaurants in 2003
when 40-plus guests fell ill. The restaurant rapidly apologized, but sales dropped off 70 percent
immediately after the outbreak.
Pat & Oscar’s used a crisis management company to strategize immediate actions. The chain
offered free meals to guests in the wake of the outbreak, set up a toll free number for people to
call to report any suspicions they were affected, and fired the supplier that had sold them the
lettuce that was responsible for the outbreak.The free food giveaway brought long lines and good
press coverage with its “breadstick diplomacy” (named after the chain’s signature food). It also
increased ad spending.
However, Pat & Oscar’s eventually declared bankruptcy. Many of the restaurants were later
bought by former franchisees and collectively renamed O’s American Kitchen to distance them
from the E. coli scare.
STATS
• $500,000 in free food given out over one weekend after the outbreak to win back guests
• Same-store sales fell 13.6 percent in 2004 following the outbreak
• $300,000 remodel for one converted O’s American Kitchen restaurant from the old Pat &
Oscar’s brand
12
15. The 21 Biggest Crisis Communications Challenges in Restaurant History
McLIBEL CASE
Historically it’s much easier to prove libel in Britain than the
U.S. McDonald’s Corp. had successfully prosecuted people in
the U.K. for libel before suing two environmental activists for
the 1986 publication of an anti-McDonald’s brochure.
This case however carried on for years and became known
as one of the worst PR disasters for McDonald’s. Instead of
dropping the case against the duo, the franchise ended up
increasing the negative publicity exposure of the brochure
and looking like Goliath going after David.
A judge ruled in McDonald’s favor in 1997, but not before
calling out the corporation for cruelty to animals,
exploitation of children, misleading advertising and paying
low wages in his verdict.
13
STATS
• Case became longest trial in British history,
lasting 313 days
• McSpotlight website on the case accessed
184,675,000 times by summer 2003
• McDonald’s legal fees in the millions of dollars
Image Credit: cdn.mymovies.ge
16. The 21 Biggest Crisis Communications Challenges in Restaurant History
BURGER KING SELLS HORSEMEAT BURGERS
When news of the widespread 2013 horsemeat scandal first broke, Burger King had quickly
announced its burgers were untouched by the trouble. It was eating its words soon after however
when tests revealed traces of horsemeat in some of its UK and Ireland patties.
Social media backlash was fast and furious, with thousands of anti-Burger King postings. BK’s vice
president of global quality apologized saying, “While the Food Safety Authority of Ireland has
stated that this is not a food safety issue, we are deeply troubled by the findings.”The company
placed ads in several British newspapers apologizing. Burger King fired its meat supplier, assuring
the public it would make sure all its future beef sources were British based. More troubling
though was that Burger Kind had to retract an initial statement.
STATS
• Burger King’s “buzz score,” or perception of the brand, fell with UK consumers from 2 to -15
and with the overall brand from -8 to -18
14
17. The 21 Biggest Crisis Communications Challenges in Restaurant History
IKEA RESTAURANT FOODTROUBLES
IKEA doesn’t just sell minimalistic and affordable furniture
worldwide. It’s also known for its restaurants, cafes and food
products. However in 2013, during the horsemeat supplier
scandal that spread through many countries, IKEA discovered
that some of its famous Swedish meatballs had used some of the
offending horsemeat. The meatballs were pulled from markets
worldwide immediately. IKEA released a statement quickly, saying,
““We do not tolerate any other ingredients than the ones
stipulated in our recipes or specifications, secured through set
standards, certifications and product analysis by accredited
laboratories.”
The meatballs were returned to markets in March with IKEA
proclaiming reforms from “farm to fork.” But IKEA has had
further supplier issues as it examined its food. Its cake was found
to be contaminated with sewer bacteria in March, and in April, a
newspaper revealed that traces of pork were found in its moose
lasagna and had been pulled from stores the prior month.
On the one hand, it was proactive of IKEA to quickly examine its
food sources for contaminates. But multi-month revelations of
“gross” things in IKEA restaurant food meant a negative publicity
blitz. And IKEA only copped to the lasagna incident after a
newspaper published a story about it.
15
STATS
• IKEA dropped 8 of 15 suppliers after
horsemeat incident
• 23 countries had IKEA cake recall
• Estimated 150 million IKEA meatballs
consumed worldwide
• 5 percent of IKEA’s $35.6 billion revenue
comes from food sales
18. The 21 Biggest Crisis Communications Challenges in Restaurant History
VITELLO’S BUSINESS INCREASES AFTER MURDER
An established Studio City Italian eatery, found itself in the
news in 2001 after actor Robert Blake and his wife Bonny
Lee Bakley dined at the restaurant immediately before she
was found shot nearby. Blake, who was acquitted of her
murder but later lost a civil suit, claimed he couldn’t have
killed his wife because he’d left a gun in a booth in Vitello’s
that he’d gone back for at the time his wife was shot.
The Hollywood-related murder meant a morbid increase in
business for Vitello’s after the Blake incident, but probably
not for the reasons the restaurant wanted. Crime scene
tour buses frequently drove past and diners came in
wanting to sit in Blake’s booth.Vitello’s was sold in 2005 for
$3.1 million.The new owner did a complete overhaul design
and menu overhaul in 2012 to try and distance the
restaurant once and for all from the Blake killing.
16
STATS
• 20 percent increase in business reported after
the murder
• $1,000 – the reported eBay auction starting
price for the booth Blake and his wife were
sitting in before she was killed nearby. Vitello’s
planned to auction it off in Aug. 2012 after
renovations.
Image Credit: http://www.vitellosrestaurant.com
19. The 21 Biggest Crisis Communications Challenges in Restaurant History
SIZZLER RAT POISONING HOAX
In 2006, rat poison pellets were found in pasta, soup and salad bar items at several Australian
Sizzler restaurants.Though a woman was soon arrested and put in a psychiatric facility (and later
escaped), Sizzler closed all of it 28 restaurants’ salad bars, which are a signature aspect of the
restaurant chain.
However the Queensland health minister criticized the restaurant chain for taking 37 days to
report the contamination issue to authorities. Sizzler had sent pellet samples for testing prior to
notifying the health department. A law was soon after passed requiring restaurants to report a
suspected contamination incident within 24 hours or be fined $15,000.
Sizzler Australia put extra salad bar security measures in place afterwards, including cameras and
employees watching food and restaurant managers doing random taste tests and checks.
STATS
• Salad bars close for a week with company estimating losses in the “hundreds of thousands of
dollars each day”
• Several million estimated in lost revenue from closure of popular salad bars, which are 60
percent of Sizzler Australia’s revenue
• Undisclosed investment in security cameras and supervisor watch time
17
20. The 21 Biggest Crisis Communications Challenges in Restaurant History
BROWN’S CHICKEN MASS MURDER LEADSTO
BANKRUPTCY
After seven people, including the store’s owners, were murdered during a 1993 robbery of the
Palatine, Illinois, branch of Brown’s Chicken, the Chicago-based chain struggled to remain solvent
after guests were scared away. The Palatine restaurant was torn down and a wave of Brown’s
Chicken stores also closed.
It took a decade for the killers to be arrested. Brown’s sales dipped again around their trial time.
Brown’s majority owner Frank Portillo fought back by speaking out at community events, joining
anti-crime groups, donating to nonprofits, and increasing security training and installing security
cameras at every one of his franchises.
A lawsuit battle between Portillo and a minority-share owner led to the company filing for
bankruptcy in 2009 and the chain being auctioned off. Today it has 32 stores under the new
owner and understandably makes no reference to the murders. But the ’93 murders have now
become known as the Brown’s Chicken Massacre.
STATS
• 100 of 150 restaurants closed in wake of murders
• 35-40 percent sales drop in Chicago area after murders
• $585,000 – amount chain sold for in 2010
18
21. The 21 Biggest Crisis Communications Challenges in Restaurant History
BENIHANA KUWAIT SUES CUSTOMER FOR BAD
REVIEW
Here’s one way to win over no customers – sue someone
for posting a mildly negative review. That’s what happened
with Benihana’s Kuwait restaurant in 2011 when a Lebanese
restaurant visitor left a review online saying the restaurant’s
chicken was chewy and he wouldn’t return. Benihana’s
responded back threatening legal action, something that is
easier to pursue in Kuwait.
Benihana did take the blogger to court for $18,000 in
damages. The blogger lost on appeal and was told to pay
$3,600. But the restaurant has lost more than that amount
in court fees and negative press after the incident became
public.
19
STATS
• 5,200-plus mentions of the case on Twitter
between Jan. 30-Feb. 15, 2011 according toThe
Rights Lawyer s and Action Global
Communications/Clique Social
• In 800 sample social media postings, 164 of
them mentioned “boycott”-ing the chain
22. The 21 Biggest Crisis Communications Challenges in Restaurant History
SUBWAY FOOTLONG MISSESTHE MEASURE
Need another example of how you shouldn’t toy with your
restaurant’s most popular items? In early 2013, an Australian
Subway guest posted a Facebook picture of his Subway
footlong with a ruler on top showing the sandwich was
short of a foot. Similar measuring photos popped up
worldwide on social media as people began complaining
that the sandwich chain’s footlongs were inadequate in
length.
A handful of lawsuits were soon filed over the false
advertising.
Subway initially protested that the name was just that and
not an actual measurement. It also said that bread baking
inconsistencies could also be at fault. But the negative
coverage continued, including from U.S. television
personality Stephen Colbert. The company was soon
pledging to increase its sandwich size to the accurate foot-
long dimensions. The restaurant quickly realized the power
of social media in this case, as news from Australia spread to
the U.S. and worldwide in a matter of days.
20
STATS
• 12 inches = foot
• 11 inches = average size of footlongs people
were finding as “the footlong scandal” broke
• Subway has 38,000 restaurants in 100
countries where bread is baked fresh
23. The 21 Biggest Crisis Communications Challenges in Restaurant History
YUM! BRANDS CHINA STRUGGLES WITH CHICKEN
AND MUTTON SCARES
Food safety issues recently hit Yum! Brand, China, which owns KFC, Taco Bell, Little Sheep and
other restaurant chains in China – in particular its KFC restaurants. The chicken chain has been
the brand’s top moneymaker in China and had a huge grasp on the country’s fast food market
until recently. KFC was called out for dangerous antibiotic levels in its chicken supply in December
2012. Sales fell 20 percent in China KFC’s first quarter of 2013 due to the scandal and avian flu
worries. Sales had begun to recover by June.
The company was not fined for the antibiotic levels, but received lots of negative press and social
media coverage.Yum! apologized in January for the food issues. It took them another month to
announce it would begin “an aggressive marketing campaign” to revive KFC’s image.
Yum!’s Little Sheep hot pot chain also tried to ward off any whiff of scandal in May saying that
none of its mutton supply was among the fake mutton found in the country recently.
STATS
Yum! Brand had three straight quarters of lower earnings due to KFC scare
Yum shares were down 63 cents on the NYSE in May due to the food supply scandal and avian
flu worries
75 percent ofYum! Brands 6,000 China restaurants are KFC’s
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24. THE 21 BIGGEST CRISIS COMMUNICATIONS CHALLENGES IN RESTAURANT HISTORY
ABOUTTHE AUTHOR
Third generation restaurateur Aaron Allen has held every industry
position from line-level employee to unit manager. By age 19, he
was running a $10 million food and beverage operation at a 625-
room resort. By 20, he was overseeing a $4 million gulf-front
Caribbean-themed restaurant that served more than 1,800 covers
per day.
Having cut his teeth in operations, Allen eventually transitioned to
restaurant-focused marketing. In 2001, he founded his own
consultancy. By 2008, he’d skyrocketed the company to become
the world’s largest restaurant consulting firm. Major clients
included esteemed brands such as Starwood Resorts and Hotels
Worldwide, The Cheesecake Factory, TGI Fridays, FEMSA (Dos
Equis), BJ’s Restaurants, Hofbrau, Land O’ Lakes, Marriott, SSP and
dozens of other global restaurant chains, regional powerhouse
brands, high-volume independents, food and beverage
manufacturers, distributors, resorts, entertainment districts, hotel
chains and more.
Allen has become one of the most sought-after speakers and
sources for restaurant industry media. He has been a go-to source
for esteemed media outlets such as the Wall Street
Journal, Entrepreneur, Smart Money, MSNBC, TIME, Forbes, USA
Today, Nation’s Restaurant News, Chain Leader, Restaurants
Institutions, European Food Service News, Food Service Middle
East, QSR Magazine, and hundreds more.
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Aaron Allen
25. THE 21 BIGGEST CRISIS COMMUNICATIONS CHALLENGES IN RESTAURANT HISTORY
Aaron Allen Associates provides strategic marketing, concept development, and
executive-level advisory services to leading foodservice and hospitality companies
worldwide. We identify and distill the latest restaurant and hospitality marketing trends.
We prepare tailored presentations for executive management of growth-minded
companies, and then support the development and implementation of innovative
restaurant marketing initiatives within their system.
Collectively our clients post more than $100 billion in global sales and span more than
100 countries across all six inhabited continents. We have worked with a wide range of
clients including high-volume independent operators, multi-billion dollar restaurant chains,
hotels, contract foodservice providers, manufacturers, distributors, and trade associations.
We have direct consulting experience in nearly all cuisine types and operating models.
ABOUT AARON ALLEN ASSOCIATES
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