Customer attack against Kalyan Jewellers & Nestle India: Outrage, Development & ResponseSubmitted by:Parth Sharma (501404083)Rajit Kaushal (501404096)

Kalyan Group (Kalyan Jewellers)

Racial profiling, gender stereotypes, sexist jokes - apart from general stupidity, are recurrent motifs in Indian advertisements.

One such racist ad was of Kalyan Jewellers. In the ad, former Miss World Aishwarya Rai Bachhan

was seen decked in jewels along with a child, dark and emaciated, holding an oversized umbrella over her head.

It was brought to notice after a group comprising of a feminist activist, a former chairperson of National Commission for Protection of Child Rights among others wrote an open letter to slam the former beauty queen’s print ad for Kalyan Jewellers, which they felt also promoted child labour.

Public outrage and response

Nestle India At the end of May 2015, India’s Food safety

administration (FDA) ordered Nestle India to recall its popular 2-minute Maggi noodles after tests showed that the product contained high levels of lead and MSG.

Delhi government banned Maggi noodles for 15 days on Wednesday, after lab reports of its samples tested positive for higher-than-permissible levels of some substances. 

After Delhi, more states - Gujarat, Uttarakhand, Jammu & Kashmir and Tamil Nadu announced a ban on the sale and storage of Nestlé's Maggi after test reports found that the noodles were unsafe for consumption.

Public outrage and response

Nestle India responseThe initial response from the global FMCG Company rejected the accusation that the noodles were unsafe and said on their website and social media accounts that there had been no order to recall any products.

1st June, 2015– Nestle re-assures customers its noodles are safe.

2nd June – Nestle interacts with customers on social media thanking them for their support.

3rd June – Nestle launches a FAQ page on the official Nestle website.

4th June – Nestle backtracks and recalls all Maggi noodles from India.

Conclusion

Pre-Crisis Management Keep Social Listening Software ready Set up a listening protocol Acknowledge queries effectively Know when to shift to Offline

Thank You