That could explain why three disparate brands that have faced major crises over the past year—Carnival Cruise Lines, Chick-fil-A, and Lululemon—are making some major moves to repair their respective reputations. Within a few days of one another, the brands announced new policies—or in Lululemon’s case, people simply started noticing a change—to lure back customers who may have ventured off.
Ragan.com asked crisis experts whether the brands’ approaches are likely to restore consumers’ trust.
Carnival’s crises over the past year or so have been the most damaging among the three brands. The sinking of the Costa Concordia off the coast of Italy, the stranding of the Triumph at sea, and reports of ships losing power (one as recently as Wednesday) have put Carnival’s core business at risk.