The Crisis Response · Crisis & Reinvention
The $100 Million Recall That Saved a Brand: How J&J Wrote the Playbook for Crisis Response
In 1982, someone laced Tylenol with cyanide and seven people died. Johnson & Johnson could have argued it wasn't to blame - the tampering happened on store shelves. Instead it pulled 31 million bottles, ate a $100 million loss, and told the public everything. It's still the gold standard, and the reason is counterintuitive: the most profitable crisis response is the one that ignores profit.
8 min