Nuuly: Crisis Comms and a Sh*tstorm on the NYC Subway
商品編號：W43977
出版日期：2025/05/02
再版日期：
商品來源：
商品主題：Marketing; Communications
商品類型：Case (Field)
涵蓋議題：crisis management;business comms;public relations;social media marketing;authentic storytelling;crisis comms
難易度：4 - Undergraduate/MBA
內容長度：8 頁
地域：United States
產業：Retail Trade
事件年度：2024
This case explores the critical challenges faced by URBN SR LLC (Nuuly), a clothing rental company based in Philadelphia, Pennsylvania, in December 2024, when a customer publicly shared a mishap she experienced while wearing rented Nuuly jeans on the New York City subway. The resulting backlash highlighted the importance of effective crisis management, strategic communications, and customer trust recovery in the face of reputational risk. The case provides an opportunity to examine how businesses can respond to unexpected crises through rapid decision-making; cross-functional collaboration; and clear, empathetic messaging. Students will analyze how to craft a crisis response plan, regain consumer confidence, and implement proactive measures to mitigate future risks, particularly in industries reliant on rented goods.
教學手冊：Nuuly: Crisis Comms and a Sh*tstorm on the NYC Subway - Teaching Note
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