What are some notable social media crisis case studies?

What are some notable social media crisis case studies?

There are several notable social media crisis case studies, such as the United Airlines incident in 2017, where a passenger was forcibly removed from an overbooked flight, leading to widespread outrage on social media.

How did United Airlines handle the situation?

United Airlines initially faced backlash for their response. They issued an apology but it was perceived as insincere. Eventually, they changed their policies and improved their customer service protocols.

Can you give another example?

Sure! Another example is the Pepsi ad featuring Kendall Jenner in 2017, which was criticized for trivializing social justice movements. Pepsi quickly pulled the ad and issued an apology.

What lessons can brands learn from these crises?

Brands can learn the importance of timely and sincere communication, understanding their audience, and being sensitive to social issues to avoid backlash.