Toyota Case Study
Product-producing companies must understand their market. Knowing why consumers buy their product, and what drives that loyalty, gives companies a distinct advantage over their competition. If companies better understand their market, in the wake of a product-harm incident, they will navigate the crisis faster and easier than if they failed to take adequate steps at making amends for the damages. However, their crisis experience directly correlated with the severity of the incident, who it harmed, how badly it hurt them, and the extent of media coverage.