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Recommend Response to Tylenol Tampering Crisis Shows the Value of Brand Reputation (Email)

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The Tylenol tampering crisis happened 30 years ago this weekend.

The proactive way Johnson & Johnson reacted — quickly pulling its product off the shelf — is regarded as a model for companies responding to a public relations crisis.

Johnson & Johnson recalled $100M worth of product. A financial disaster, to be sure, but the company correctly concluded the damage would have been a lot worse if the public could not trust the purity of its product.

An NPR story I heard yesterday emphasized this point. It quotes a marketing ethics professor as saying: “If you’re a really good company like [Johnson & Johnson was] in making this recall, you’ve got to say, if we don’t protect the brand name and our integrity of our reputation, then nothing will matter in the long run.”

Well said. It’s a reminder all brand owners should take to heart.


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