March 2nd, 2018
Chickens and communication don’t usually have a lot in common. But in recent weeks the KFC comms team has given a masterclass in how language can turn a crisis into an opportunity.…
I don’t know about you, but I wouldn’t have fancied being a member of the KFC procurement team in recent weeks. After awarding DHL the contract, over their existing supplier, to deliver chicken to their restaurants up and down the country, it turned out DHL were ill-equipped to meet their end of the bargain. Cue closed restaurants, upset customers and an endless stream of chicken puns.
However, the communications team saw an opportunity to shine apologising to and updating customers using some excellent word play, open and honest language and a sense of humour that has seen them keep their reputation intact.
This blog was originally written for Alive With Ideas. Read the full blog on their website.