Last Updated Aug 20, 2007 5:29 PM EDT
The media coverage does little to instill confidence in consumers; take this excerpt from a CNN article:
A Chinese government report earlier this month found that 80 percent of food and products for domestic consumption passed inspection -- meaning that nearly 1 in 5 failed to meet minimal standards.Both the US and Chinese governments are working to do damage control, but there are things a business can do in the interim to keep customers loyal to the brand:
- Provide easily accessible information (perhaps on your website) that informs consumers about your suppliers' licenses to manufacture and export the product, and its history of product safety.
- Enhance customer service. Your call center might start fielding an inordinate amount of calls about concerns over your products' safety. You may want to take on additional short-term staff and train to address relevant questions.
- Elicit your customers' suggestions for ways to improve trust in your brand.