Bausch & Lomb: Crisis Management 101

It's about the worst thing that can happen to a consumer-products company -- a suggestion that your product is harming your customers. It happened to Rochester (N.Y.)-based Bausch & Lomb (BOL)last week, after the Centers for Disease Control & Prevention reported an upsurge in a fungal eye infection called Fusarium keratitis that can cause blindness. The cause of the more-than-100 reported cases is not known, but a large proportion of them involved contact lens wearers who used Bausch & Lomb's ReNu with MoistureLoc contact lens solution.

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