Keeping consumers in the loop

Emma Reinhold discusses how brands can use technology to keep customers in the loop

The fallout from Kanebo’s recent product recall rumbles on. Following the announcement that several of its top management staff, including President Masumi Natsusaka and Chairman Hajime Miyauchi are to take substantial pay cuts over the next six months to show remorse for the rhododenol scandal, the Japanese cosmetics manufacturer has now been hit with a ¥48m damages suit, issued by a consumer affected by the ingredient. The number of people affected by the recalled skin whitening products has jumped to almost 14,000 and Kanebo is looking to avoid further litigation by compensating victims individually.

Kanebo is not the only manufacturer currently making headlines over product recalls however. Johnson & Johnson’s Piz Buin sun care brand has been forced to remove the ingredient methylisothiazolinone (MI) from its 1 Day Long sun protection cream in the UK, following 150 reports of allergic reactions. The change is expected to take effect by summer 2014. The news of the reaction first broke on the BBC consumer rights programme Watchdog. Lessons were also learned in the wake of the PIP breast implant health scare last year, which affected some 300,000 women in 65 countries who had received breast implants made by the French company Poly Implant Prothèse (PIP).

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