Trust and Brand Recovery Campaigns in Crisis: Findus Nordic and the Horsemeat Scandal

Abstract

The aim of this study is to describe and analyze a transboundary crisis, focusing on crisis communication from the perspective of an involved major corporation. More concretely, the intent is to increase understanding of how Findus Nordic in Sweden managed the crisis communication response and repair of its trust and corporate brand during and after the horsemeat scandal in 2013. The case study is based on a theoretical framework that consists of three theories or concepts: transboundary crisis, image repair strategy, and rhetorical arena. Findus Nordic followed its corporate values and applied a consistent image repair strategy: denial and blame shifting towards the supplier Comigel in an extremely multivocal arena. This strategy was supplemented with responsibility evasion. Towards the end of the public crisis, Findus Nordic used the crisis as an opportunity to recover their position and started a campaign that had a positive impact on trust and the corporate brand. The launch of the campaign was very fast and might have been dangerous. However, according to the analysis, the success of the campaign may be explained as a consequence of its sensemaking and auto-communicative approach.

Notes

¹ The description of the development of the food scandal is based on information published by the Swedish National Food Agency (www.slv.se), interviews with Findus Nordic management representatives and articles in Dagens Nyheter and Svenska Dagbladet, two leading Swedish newspapers (www.dn.se;http://www.svd.se).

² http://europa.eu/rapid/press-release_IP-13-400_en.htm

³ This statistic originates from Findus Nordic but has been done by respected survey companies. Still, we cannot guarantee the validity or reliability.