Have you ever thought about how your brand would react if something went wrong? The reality is, it's not a question of if, but a matter of when. Any effective crisis communications response includes a thoughtful apology.
Well, in February, bad news hit KFC as hundreds of UK-based franchises closed their doors when they ran out of their main ingredient: chicken. The apology was an instant hit among consumers, the media, and professional marketers, and it's easy to see why.