7/17/2019 Maggie

http://slidepdf.com/reader/full/maggie-568d2e7a0c724 1/2

At the end of May 2015, India’s Food safety administration (FDA) ordered Nestlé India to recall its o!lar 2"min!te Ma##i noodles after tests sho$ed that the rod!ct contained hi#h le%els of lead and M&' his casest!dy loo*s at ho$ the sit!ation de%eloed, and ho$ Nestlé reacted and mana#ed the sit!ation !sin# m!ltiledi#ital channels

21st May 2015 – Indian state orders recall of Maggi noodlesIndian food insectors order Nestlé India to recall a +atch of Ma##i Noodles from the northern Indian state ofttar -radesh claimin# that tests ha%e fo!nd Ma##i instant noodles .!nsafe and ha/ardo!s. and acc!sed Nestléof failin# to comly $ith food safety la$

Nestlé response

he initial resonse from the #lo+al FM' omany reected the acc!sation that the noodles $ere !nsafe andsaid on their $e+site and social media acco!nts that there had +een no order to recall any rod!cts

A statement on their $e+site said that he 3!ality and safety of o!r rod!cts are the to riorities for o!romany 4e ha%e in lace strict food safety and 3!ality controls at o!t Ma##i factories 4e do not add M&'to Ma##i Noodles, and #l!tamate, if resent, may come from nat!rally occ!rrin# so!rces 4e are s!rrised$ith the content s!osedly fo!nd in the samle as $e monitor the lead content re#!larly as a art of there#!latory re3!irements6 

There have been conversations on social media regarding the recall of your favourite MAGGI

Noodles. We fully understand your concerns and would want to assure you that MAGGI is neither

banned nor is there any order to recall the product being sold in the market.

1st June – Nestlé re-assures customers its noodles are safe

Nestlé contin!es to *ee its c!stomers ! to date on the in%esti#ation into the safety of Ma##i noodles in India7n the official Ma##i noodles India Face+oo* a#e, $itter and $e+site, Nestlé states that e8tensi%e testin#re%eals no e8cess lead in Ma##i noodles

2nd June – Nestlé interacts with customers on social media thaning them for their support

Nestlé !ses $itter and Face+oo* to ans$er c!stomers 3!estions a+o!t the le%els of M&' and lead fo!nd intheir noodles he comany contin!es to re"ass!re c!stomers that the noodles are safe and that they are atransarent comany $or*in# closely $ith a!thorities in India to resol%e the iss!e As $ell as this Nestlée8lains the science +ehind the tests, $hat lead and M&' are and #i%es an informati%e +rea*do$n of thein#redients in their rod!ct

9Ma##iIndia ma*es an imressi%e effort to resond to e%ery t$eet from c!stomers on this iss!e $ith a re"reared statement e8lainin# that lead occ!rs nat!rally in soil and $ater

After re"ass!rin# c!stomers that its noodles are safe, the +rand does a "t!rn and decides to recall Ma##inoodles rod!ced in India Nestlé :7 -a!l ;!lc*e so*e to the media and said that 4e are $or*in# $itha!thorities to clarify the sit!ation and in the meantime Nestlé $ill +e $ithdra$in# Ma##i noodles from shel%es6 

After the food safety scare in India Ma##i noodles ha%e +een tested in other arts of the $orld to reass!recons!mers that they are safe <es!lts from noodles tested in the = fo!nd that le%els of lead in the rod!ctare $ithin : le%els &hortly after the = res!lts $ere !+lished, anada also cleared Ma##i noodles as safe

!"er"iew- using social media for damage limitation

4hen Ma##i noodles, one of Nestlé’s to rod!cts $as deemed !nsafe inIndia, all eyes $ere on Nestlé to see ho$ they $o!ld resond and mana#ethe sit!ation Initially Nestlé defended its rod!ct and reected all claimsthat its noodles $ere !nsafe, and they did this on all di#ital channels

Nestlé too* to social media, Face+oo* and m!ltile $itter acco!nts (mainNestlé acco!nt, Nestlé India, Ma##i India) to reass!re c!stomers that its

7/17/2019 Maggie

http://slidepdf.com/reader/full/maggie-568d2e7a0c724 2/2

rod!ct $as safe Nestlé resonded directly to all comments on socialmedia As $ell as this Nestlé created a section on their main $e+site to*ee c!stomers !dated

As the ress!re #re$ on the #lo+al comany, in a ress conference

Nestlé’s :7 said that all Ma##i noodles in India $o!ld +e $ithdra$n fromshel%es in order to comly $ith re#!lators

A#ain Nestlé !sed di#ital channels to e8lain to c!stomers $hy thisdecision had +een made and to ans$er all their 3!estions Nestlé alsoe8lained the science +ehind the reason for the +an in simle terms soc!stomers co!ld !nderstand

he scare $as a h!#e +lo$ to the comany, $hich has +een sellin# itsMa##i rod!cts for o%er three decades in India $ith >0? of the co!ntry’sinstant noodle mar*et @o$e%er, thro!#h smart !se of social media d!rin#

the crisis, the +rand limited f!rther dama#e +y reass!rin# and informin#c!stomers to enco!ra#e them to contin!e +!yin# the noodles in thef!t!re

#ugust 2015 $pdate

After a diffic!lt s!mmer for Nestlé India the comany finally recei%essome ositi%e ne$s after an Indian #o%ernment aro%ed la+oratory hasfo!nd that Ma##i noodles do in fact comly $ith national food safetystandards

India’s food minister has slammed the F&&IA (Food &afety and &tandards

A!thority of India) for creatin# an en%ironment of fear in the foodind!stry Mean$hile, Ma##i noodles ha%e +een cleared in many forei#nco!ntries Nestlé also recei%ed ermission from the ;om+ay @i#h o!rt toe8ort Indian Ma##i noodles

a#sB Di#ital Mar*etin# ase &t!dy FM' di#ital mar*etin# India mar*etin# fails Nestle social media $itter