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Case Analysis II: Swiggy Refurbishes Trust: Managing Reputation Meltdown Through Public Relations

This case analyses the crisis and reputation management of Swiggy, an Indian food delivery giant and shows how effectively Swiggy could rise against the surrounded clouds of controversy. The case highlights the various challenges an organization faces while developing consumer trust during its reputation meltdown. The case displays the importance of public response, which has been Swiggy’s response during a crisis. This case is analysed from the strategic marketing management perspective and digital marketing perspective and shows a good example of implementing crisis and reputation management and lists the actions that led Swiggy to overcomes all the controversies. An action plan was also recommended for organizations to avoid the problem of reputational meltdown.