Case 5: Negative Publicity, Companies Assume Different Strategies to Deal With Crisis Management

Negative publicity the company may be attacked at any time. Rapid and positive response to negative publicity is a matter of urgency. Negative publicity is something that must be faced rather than avoided. The company must respond quickly and appropriately the negative publicity that the inevitable loss of sales may be reduced. And it can save a brand of the company.

The phenomenon of consumer complaints to the manufacturer because of dissatisfaction with a product is often the case. Some producers were faced with the law related to it.

 As an example the case consumers of “Nissan March” who dragged Nissan Indonesia to court because they feel cheated about the fuel consumption is not as advertised.

To response this case, The Corporate Communications Department of Nissan Indonesia. (Helena Abidin). says, “Consumer complaints is reasonable to be prepared faced by each producer. We are committed to providing the best because it was related to the product and our brand image. So even if consumers have problems to handle the product we will try our best so that consumers are satisfied with our products”. 

Helena adding that the presence of BMW in the world has more than 100 years, in terms of quality of any BMW wants to give the best of the best and the ministry as well.

After getting negatif publicity Nissan actively need to produce some positif PR. Nissan  emphasise some positive stories, such as improved practices and community involvement. At the same time, Nissan make sure to doing business in the most honourable way and keeping their customers satisfied.