Halal Branding and Trust-Building: Lessons from Nestlé Malaysia’s Crisis Management and Community Engagement
DOI:
https://doi.org/10.24191/jhsmr.v1i1.8994Keywords:
Consumer Trust , Community Engagement , Crisis Management , Halal branding , Nestlé MalaysiaAbstract
Halal integrity is central to brand trust, especially in Muslim-majority markets where consumers demand authenticity, ethical practices, and strict adherence to Islamic dietary principles. Despite Malaysia’s global status as a halal hub, the industry continues to face recurring challenges, including certification disputes, inconsistent standards, and public scandals, which have eroded consumer confidence. These issues raise a key problem for multinational corporations: how to safeguard halal trust during crisis while fostering long-term consumer loyalty. This paper examines Nestlé Malaysia, the Group’s global Halal Centre of Excellence, through a qualitative case study. Data were drawn from corporate reports, regulatory releases, and media coverage to analyse two areas: (i) Nestlé’s response to the 2023 Halal Food Council of Europe (HFCE) delisting, and (ii) its community engagement initiatives, including Halal@School, the IKIM halal podcast, SME Mentoring, and sustainable agriculture programmes such as the Chilli Club, Paddy Club, and NESCAFÉ Grown Respectfully. Findings reveal that Nestlé’s transparent and swift response to the HFCE delisting restored consumer trust, while its long-term community efforts reinforced brand loyalty and positioned the company as a thought leader in halal excellence. The study concludes that halal branding extends beyond certification; it requires a balanced approach combining crisis management with proactive community engagement to sustain consumer confidence and leadership in the halal industry.
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