Case Study: Largest Consumer Packaged Goods Company protects its brand from social media crisis with LiveWorld Insights

Largest Consumer Packaged Goods Company - Customer Case Study

The world’s largest Consumer Packaged Goods company partnered with **LiveWorld** after its leading diaper brand faced a recurring social media crisis, with rumors on Facebook, Twitter, and forums claiming the product was harming babies and small children. The issue had surfaced before and had already been investigated and dismissed by the Consumer Product Safety Commission, but the company needed to protect its brand reputation, consumer trust, and sales. LiveWorld’s **Insights** solution for risk detection and brand protection helped identify the emerging threat quickly.

**LiveWorld** and its team of global moderators detected the crisis within minutes and activated a response plan originally developed with the brand. They immediately alerted executives and responded across social channels to refute the false claims, emphasizing that the diapers were safe and had been vetted by the CPSC. The result was a rapid containment of the crisis that “quickly burned out,” helping prevent major reputational and sales damage through faster detection, coordinated response, and social listening insights.