How Brands can deal with challenges as they occur.
In this Future of Engagement episode, Murray Newlands looks at how Adele and the Brit Awards responded to the flak they received for the controversy, and examines the social media buzz about it across social networks.
This episode discusses how to handle potentially brand damaging mistakes – especially when they occur during a big International event with lots of media coverage involving celebrities.
Last week, Adele received a Brit Award for Best Album. The Brit Awards are the British version of the American Grammys, so they’re a pretty big deal for a British artist like Adele. Only thirty seconds into her acceptance speech, she was interrupted by the host, and many people speculated that she was so that the Brit Awards could run more commercials. In response, she flipped off the producers and walked off the stage.
Highlights
- Public support for Adele was strong.
- That support was very emotional.
- Apologies can be accepted if they’re swift, honest, and to the point.
- Saying “We’re sorry if anybody failed to understand what we meant and were thus offended” doesn’t work.
Graph by Alerti social media monitoring and management
This Alerti graph shows mentions across various social mediums for the phrase being tracked.