By Archana Jain, CEO, HAVAS Red Group
Originally published in Campaign India
For nearly two decades, IndiGo was the darling of India’s skies. It was punctual, efficient and refreshingly modern. It was a promise of reliability in a market famed for unpredictability. And between you and me – my favourite! Which is why December’s meltdown with thousands of cancellations across key hubs for days, felt like a letdown. Not just for me, but for millions who trusted the brand. It was not just an operational hiccup. It was a reputational disaster. The episode was a wake-up call for every brand leader living in an age where ‘Crisis Mode as Usual’ is the new normal. Operational fragility is today compounded by the speed of social-media. And recovery is no longer about polished corporate statements or full-page apologies. It is about conceding human error sincerely and promptly.
How did the poster child falter, and what can brands learn from it?
HAVAS Red India CEO, Archana Jain weighs in…
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