Context is King

Podcast: Communication Breakdown · Observatory on Corporate Reputation LLC

Opublikowano: 2026-04-09

In this episode of Communication Breakdown, Steve Dowling and Craig Carroll examine two very different communications tests: Nestlé’s playful response to the theft of 400,000 KitKat bars, and Air Canada’s damaging leadership misstep after a fatal crash. They explore why KitKat’s response worked, pointing to low stakes, strong brand alignment, smart targeting, and disciplined execution. They then turn to Air Canada, where an English-only message from CEO Michael Rousseau in the wake of tragedy violated a clear cultural and legal expectation in Canada. Together, the two cases show how context shapes what is possible, but judgment and execution determi...