Customers don't like change - unless it's their idea. The Coca Cola Company discovered that when it tried to ditch its venerable and legendary recipe. Now Mars has incurred the wrath of the Veggie community by lacing its chocolate with animal by-products. Bad news all round you might think, but both companies found there is also a lot of great publicity to be had from reversing such decisions. A cynic might suppose it was all set up by marketing droids. Surely not...
Michael Alec Bryant
21st May 2007
