Editor’s Letter: Brands Face Challenges Relating to Consumers and Avoiding Missteps

Customers demand superior service and a stellar reputation

When it happens, it moves so fast that your initial feeling is disorientation. That quickly flips to nausea, fear and then panic. I’m of course talking about a brand crisis unfolding before the world, supercharged by social media and shared and commented on into oblivion. You’ve been dragged.

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This story first appeared in the March 12, 2018, issue of Adweek magazine. Click here to subscribe.