Public Relations & Social Marketing Insight

The recent United and Pepsi social media firestorms are still captivating the media's undivided attention. It’s no surprise that the online perpetuation of these real-life events is the prime topic of conversation for marketers across all industries (not just airlines and soft drinks). 

Both brand blunders have sparked a burning question that’s occupying my mindspace, and it doesn’t have to do with brand reputation. “Does anyone even care?”

Brands have one purpose, selling products and services to the consumers of the world. So unless social backlash and media scrutiny are causing a serious decline in sales numbers, are there any actual consequences?...

It’s a cycle that has unfortunately become quite familiar over the last year with the loss of so many pop culture icons.A beloved, iconoclastic celebrity dies and we proceed to express our sadness and disbelief, particularly on social media. And in a rush to get in on the conversation, brands forget the most important rule of grieving in public: it’s not about you.

Carrie Fisher’s death this week spurred remembrances of her prodigious writing talent, mental health advocacy and lacerating perspective about women in Hollywood. So Cinnabon decided to post a swiftly deleted tweet about how she had “the best buns in the galaxy.”...