Brands need to acknowledge missteps on social media, but there’s a right and a wrong way to do it

Like people, brands make mistakes. And when they do, in order to rebuild trust with the public, it’s important that they acknowledge their errors.  According to new survey data shared exclusively with Fast Company, there’s a right way and a wrong way to go about doing so. Still, sometimes a company’s trajectory following a misstep depends on the scale of the controversy itself. The data comes from Sprout Social, a company that helps brands reach their business goals by harnessing the power of social media. It surveyed 2,250 consumers in the U.S., Australia, and the UK, and found that the wa...