How CMOs Use Brand Ambassadors During Product Recalls

The CMO Podcast with Fexingo: Marketing Leadership, Budgets, and Executive Strategy · Jul 19, 2026 · 7m · transcript

When a product recall hits, most marketing teams go silent. But that's the wrong move. In this episode, Lucas and Luna examine how a handful of CMOs have turned recall moments into brand trust accelerators by deploying their most authentic asset: the brand ambassador network. They break down the specific playbook used by Johnson & Johnson during the 2018 talc controversy and by Tylenol in the 1980s — and contrast it with the mute-button strategy that cost a major baby formula brand market share in 2022. Lucas brings fresh data from a 2025 Edelman Trust Barometer report showing that 68…