‘How 4 Brands Effectively Responded to Customers’ – MarketingSherpa Blog
Shelby Dorsey says, “When Cheerios came out with its gluten-free line, social media platforms erupted with Celiac and gluten-intolerant customers celebrating. Perhaps following in the wake of the Chex cereal flavors, Cheerios listened to consumer needs and created a product line to appeal to a very specific subset of customer.
Then the worst thing happened to a brand that had capitalized on being allergen-friendly — customers started getting sick.
It was determined that the way Cheerios was processing its gluten-free grains did not keep them from being cross-contaminated with wheat and oats, resulting in many gluten-free consumers becoming quite ill“.
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