The Biggest Error Brands Make With Missteps? Not Considering Their Community

They need to own mistakes and communicate openly

Brand marketers spend a lot of time crafting stories and monitoring customer interaction for consistency and positive engagement. But in today’s digital world, a message sent into the social sphere is no longer under the brand’s control: it belongs to the brand’s audience. And that can be terrifying. One misstep, one misunderstood message is all it takes for a brand’s reputation to be maligned.