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Marketing Negative Publicity

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MKT 506 – Integrated Marketing: Week 8 Discussion 1 Many companies have experienced the impact of negative publicity over the past few years as a result of product recalls, marketing blunders, etc. Give some example of some instances where companies experienced negative publicity and how they handled it. Evaluate their means of dealing with negative publicity. Many times corporate crises often result in negative publicity, threatening the image of the company. Spirit Airlines had some negative publicity recently. This negative publicity was regarding their customer service which they deemed to have a material adverse effect on business.
In the past they have experienced a relatively high number of customer complaints related to, among other things, their customer service, reservations and ticketing systems and baggage handling.
In particular, they generally experience a higher volume of complaints when they make changes to the unbundling policies, such as charging for baggage. This irritates customers and they complain.
Thier reputation and business could be materially adversely affected if we fail to meet customers’ expectations with respect to customer service or if they are perceived by our customers to provide poor customer service. They did a horrible job when they tried to handly it. Spirit launched a Congress-facing grassroots campaign based on a shameful lie as stated on its website: “Spirit must now HIDE the government's taxes and fees in your fares.” The truth is that airlines must prominently display a “total price,” which includes the base airfare and mandatory fees and taxes. However, airlines are allowed to break out these cost items on their websites and in print advertising in as much detail as they care to. Spirit knew this but chose to endeavor to manipulate its customers. Guess what?

Disrespected customers voiced their overwhelming

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