How to restore brand credibility after having fucked up publicly

Social media is a place for brands to amplify their stories, humanize themselves, and connect with the people that make them what they are. More recently, it’s also become a stage for consumers to take brands to task for their missteps. As a social strategist and creative on the agency side for the better part of a decade, I’ve seen my share of digital crises and the aftermath. Social has ignited the rise of a culture where bad actors are called out and negative experiences are no longer discussed behind closed doors. Given the nature of social as such an…

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