How Pampers Battled Diaper Debacle
NEW YORK (AdAge.com) -- Around 10 a.m. on May 6, an employee passing by a TV monitor in Procter & Gamble's Winton Hill complex in Cincinnati noticed a shot of Pampers Cruisers on CNN with the word "Dangerous?" It's hard to say whether that was the precise moment the flap over the product's new Dry Max escalated from Facebook flare-up to mainstream-media conflagration. But when the team monitoring and responding to the brand's growing number of social-media critics got wind of the alert, it seemed as if the mainstream crossover moment they feared had arrived. It was then that the company sprung into action.
By Jack Neff on 05.10.10