When Something Goes Wrong with Your Most Popular Product

Every executive wants a breakout product. What many forget, however, is that once a product becomes a hit, a new set of challenges emerges. As more customers use it, in more situations, more often, rare defects that barely registered in testing begin to surface. Complaints multiply, and regulators and journalists pay closer attention. A weakness that once affected a handful of users can become a safety crisis and a threat to the company’s reputation almost overnight.