You’ve already heard about Pepsi, and, unless you’re just coming out from under a Titanic-sized boulder, you’ve likely heard about United Airlines’ recent disaster, too.
(Quick refresh: a paying customer was forcefully removed from an overbooked flight. Around the world, people watched a video of the bloodied man being dragged down the aisle.)
The past week’s brand missteps highlight three basic realities about how companies should deal with gaffes in today’s viral world. Harvard Business review breaks it all down. Their first point? The speed of shame is as fast (and as ruthless) as the internet.