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The Day KFC Ran Out of Chicken — And Turned Crisis into a Comeback: A Genius Marketing Move
- In early 2018, KFC faced a crisis when over 750 outlets in the UK ran out of chicken due to supply chain issues with a new logistics provider, DHL.
- The crisis led to widespread closures, public outcries on social media, and even calls to emergency services over the chicken shortage.
- KFC responded by embracing the situation with humor and transparency, releasing an ad with a rearranged 'FCK' logo and a heartfelt apology.
- Their honest and funny approach was well-received, with brand perception recovering quickly and customer sentiment shifting from outrage to admiration.
- KFC utilized a microsite for real-time updates on open restaurants and rehired their previous logistics provider in some regions to patch the supply chain issues.
- Despite the crisis, KFC's business bounced back stronger, with increased market share and positive sentiment reflecting effective crisis management.
- Lessons from the KFC crisis include the importance of transparency, humility, and owning up to mistakes to win customer loyalty and trust.
- The 'FCK' ad became a case study in crisis management, showcasing the power of authenticity and humor in diffusing a PR disaster.
- KFC's handling of the chicken shortage highlighted the significance of admitting errors, maintaining brand values, and engaging with customers openly.
- The incident serves as a timeless reminder that customer relationships are built on honesty and authenticity, even in today's tech-driven business landscape.
- Through this crisis, KFC proved that resilience, transparency, and a human touch can turn a seemingly catastrophic situation into a marketing triumph.
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