Here are a few thoughts for leaders and companies to ponder so they can be ready when something negative happens - from employee blunders, to customer service nightmares, to people not having all of the information when they start posting on social media.
1. We Need Diversity in Teams & Leadership Positions
One of the biggest challenges with the Pepsi ad is that it was created in a vacuum. It seems there was very little feedback on the ad and what the ramifications might be once it aired. Any brand has to think through scenarios and what might happen, how could something be interpreted. The ad seems inspirational and positive when you are in the design room and yet that does not mean it is something Pepsi should have run with. Do your teams that make decisions, are client facing, etc. have enough diversity to understand when things may miss in a big way or create negative publicity?
For example, a diverse marketing team helps ensure that the messages and campaigns align to audiences that are also diverse. It is of course not guaranteed, but it certainly increases the likelihood of a mistake being caught. Do you have the right diversity to reflect your customer base? From your Board, to your C-Suite, to decision makers, and associates that are customer facing - make sure you have the right kind of diversity to make your company more effective.