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Gini Dietrich

The Chick-fil-A PR Crisis

By: Gini Dietrich | July 26, 2012 | 
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I’ve been in Canada all week, in meetings with clients, sitting in new business meetings with our Thornley Fallis colleagues, and speaking at Third Tuesday (and at SocialMix today). So I haven’t been able to keep up on the news as much as I typically do.

So when the Chick-fil-A fiasco hit my inbox earlier this week, I made a mental note to make sure I got back to it when I got home.

But then I learned they were creating fake Facebook accounts to tell their story and I knew it couldn’t wait.

The Background

For those of you who haven’t yet heard what’s going on, the story goes like this.

On July 18, Chick-fil-A president and COO, Dan Cathy told the Baptist Press the company opposes same-sex marriage. His direct quote:

We are very much supportive of the family — the biblical definition of the family unit. We are a family-owned business, a family-led business, and we are married to our first wives. We give God thanks for that.

Of course that’s bad  enough in our day where parts of our population are not supported in certain areas (including Sally Ride and her partner, Tam O’Shaughnessy, who spent 27 years together).

Boston’s Mayor issued a statement saying Chick-fil-A is not welcome in the city. And our own Chicago’s Mayor echoed his sentiments.

And Then

Jim Henson’s company decided to sever its business relationship with the fast food company. The company released a statement saying it supports diversity and inclusiveness. It also said the company is using the payment it received from Chick-fil-A, for Henson toys in kid’s meals, to the Gay & Lesbian Alliance Against Defamation.

That didn’t sit very well with Chick-fil-A, which issued a statement saying the toys had been taken out of stores because of safety issues, not because Henson’s company publicly severed the relationship.

But that’s not all!

The statement wasn’t enough. They then took to Facebook to defend the decision by creating fake Facebook accounts.

Yes, you heard me right. They created fake Facebook accounts, particularly of one Ms. Abby Farle, who was on the company’s page defending their decision.

Because the comments seemed odd and by someone people on the page hadn’t seen before (and because you can clearly see she’s lying, based on the image you see above), they flagged the comments (talk about self-policing!).

What they found is the account had been created only eight hours earlier and Abby’s avatar is a stock photo of a pretty young redhead.

The PR Lesson

It’s one thing to take a stance on your beliefs. Chick-fil-A has long been closed on Sundays, not changing their policy even after malls began opening on the Sabbath. And, yes, we live in a free country so it’s their prerogative to support – or not – all Americans.

But creating fake Facebook accounts and lying about why toys have been pulled from their meals?

There is no room for it. Maybe they could have gotten away with it before social media and the age of transparency. Perhaps there would have been a small media war between the two companies – a he said/she said story.

But the people wouldn’t have been able to quickly discover we were being duped.

Social media provides an amazing opportunity to connect and engage with your customers – the happy and unhappy ones. But when you alienate people, lie, and create fake accounts to defend your position, you’re going to be found out.

Behaving this way doesn’t seem very Christian to me.

Update: Chick-fil-A released a statement saying they did not create the two Facebook accounts (one was deleted and the other was outed, as you see above).

About Gini Dietrich


Gini Dietrich is the founder and CEO of Arment Dietrich, an integrated marketing communications firm. She is the author of Spin Sucks, co-author of Marketing in the Round, and co-host of Inside PR. She also is the lead blogger at Spin Sucks and is the founder of Spin Sucks Pro.

212 comments
Soulati | Hybrid PR
Soulati | Hybrid PR

Coming back to this story, as the war continues. A Chicago alderman baited Chick-fil-A stating the company had agreed to stop supporting anti-gay organizations. Took Chick-fil-A 2 days to answer and said, "we make no such concessions." The Sept. 24 Opinion page in WSJ tells the story about the ongoing saga and also the new intolerance. 

allenmireles
allenmireles

@neicolec Thanks for the retweet, Neicole. I have this uneasy feeling that you sent an email I never answered...sigh...sorry. All good here

danielschiller
danielschiller

Jeepers, what a sh*t show. This is a fraught issue for any business to address, and particularly so in the off-handed way it was done. Full disclose, I'm totally in support of full marriage equality and have been for years. That said, as a communications professional I can't see how CFA officials imagined this would add value to their business. Or their customers for that matter. Perhaps they would've been better advised to take a position on sustainability in the food supply or addressing nutrition issues. This is a distraction, and in the long run I believe they are on the wrong side of this issue making for a total waste of time, effort and money.

KenMueller
KenMueller

In light of some of the comments here re: Chicago and Boston elected officials saying Chick Fil A isn't welcome, and in light of comments posted about the danger of this, particularly by @MackCollier and @BethHarte , it's interesting to see that even the ACLU of Illinois, while supporting same-sex marriage, agrees that this is a dangerous opinion for elected officials to take, and they don't have a legal leg to stand on. (And yes this is Fox News and I know some will discount it solely on that reason alone, but it's the quotes that are important)

http://www.foxnews.com/politics/2012/07/26/politician-plan-to-block-chick-fil-is-unconstitutional-legal-experts-say

 

BethHarte
BethHarte

If you truly consider yourself a PR professional (and/or liberal or open-minded), then read this. It is worth your time. It's from a CFA franchise owner. "No one has the time to discriminate, they are too busy trying to live up to the expectations that I have set."www.facebook.com/notes/shawn-york/the-truth-behind-chick-fil-a/10150972601188424 

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lwmace
lwmace

The thing that always gets me with this type of 'PR failure' and social outrage are their origins. People generally don't take the necessary steps before they start to mash their keyboards in anger, if you live in Pennsylvania there's a very good case study in Penn State right now, but I digress.When reading something like this, you have to take a step back, have your *whoa* moment to yourself, then dig in and do some research before you hit the keys. There are many factors, the morals this family was brought up to believe, the social structure of our nation, the 24/7 news machine, the pro and anti gay marriage battle, and so much more. But the kicker is, this all stems from donations made by CFA to christian organizations labeled as 'anti gay' in 2007/08 (their original pr nightmare), paired with a religious organizations interview with someone they find intriguing and successful, mix that with a quote (that I would argue is taken out of context if you did not read the full article or take the time to realize and understand the circumstances where the quote was taken) and you have an OMG CFA HATES GAYS debacle on your hands.I know we don't always have the time to check sources, etc. But when I got to the end of the Baptist Press' interview, and still in my 'whoa moment', I read the following..."We know that it might not be popular with everyone, but thank the Lord, we live in a country where we can share our values and operate on biblical principles."At that moment I thought, and believe. This man understands it may not be popular to say what he believes, but he also is showing that he understands everyone doesn't share in his beliefs and finds value in respecting that, too.I'm now dumbfounded, seeing everyone around the web posting outraged (on both sides) as if someone swatted a bees nest. It all seems pretty childish to me. But those are my thoughts and you are quite entitled to yours, that's what is great about the world and I'm happy that we can disagree sometimes.-Luke

ChristineEvans
ChristineEvans

I think that any business' choice to state their opinion on politics/religion is a big mistake. There is ALWAYS going to be someone out there that will disagree with you, why lose their business over an issue like this that has NOTHING to do with your business??

bdorman264
bdorman264

Can you say hypocrite? Nuff said......... 

barrettrossie
barrettrossie

From the Chicago Trib: "Cathy was quoted July 16 in the Baptist Press saying he was "guilty as charged" for supporting "the biblical definition of the family unit. We are a family-owned business, a family-led business, and we are married to our first wives. We give God thanks for that."  "

 

Oh! The horrors!!  Definitely, let's all boycott a private company for holding a belief that more than half the country holds. The lines will be a lot shorter for everyone else. (I realize that Gini's post wasn't about religion; it was about PR.)

 

I have a funny feeling that the cause of gay marriage is going to hurt in the long run from the over-reaction to this in the press, and Chick-fil-A will make more money than ever. 

 

Just curious. I'd like to know how many of you have ever been to Chick-fil-A. I love Chick-fil-A and visit whenever I travel. Unfortunately, there isn't one with 300 miles of my home. But I pretty much feel like these guys:

http://youtu.be/NsJHqstPuNo

http://youtu.be/4hwmOTEx2r8

 

 

dangerdubs
dangerdubs

What we are seeing in the Chick-fil-A drama is a culture war fought on the territory of fast food. As a company, you never want to unwittingly be the front upon which people fight their political and religious wars. The immediate issue is not Chick-fil-A or to whom it donates; the issue is one of worldview, values, and faith.

3HatsComm
3HatsComm

As to the PR/SM fail, all this back and forth on statements and policies and clarifications and denouncements, I don't know what they can do to to fix it - except of course, stop digging deeper! Any statement of recanting would seem lies to stop the backlash, and I'm not sure I'd believe it. Ditto replacing the CEO. 

 

Think both @MackCollier and @HowieSPM  both got it right. In the long run I suspect when the votes are in, the wallets that vote 'no' won't really have made much of a dent. Why not? See @Soulati | B2B Social Media Marketing  and skipping on the kid's favorite, trying to explain why not? Howie mentioned BP, Toyota. See also Exxon; many people probably swore 'never again' but I wonder how many truly never hit an ExxonMobil, don't have any stock in a portfolio, how many truly turned their back on the brand? Yes there will be those for whom this issue is everything; but others will relent a time or two if this brand is the better or only option off the exit ramp. 

 

IDK it's a PR and SM issue yes, but unless they lose scores of talented franchisees, millions of customers - without adding new ones, when the dust settles I'm just not sure how much damage this will do to the business. FWIW.

MSchechter
MSchechter

Level of concern over the FB shenanigans: 2 out of 10 on the Richter scale. 

Level of concern over the toy lies: 4 out of 10

Level of concern that companies like this even exist: 10 out of 10

 

This isn't a PR crisis. This is crappy people being crappy.

Howie Goldfarb
Howie Goldfarb

Oh My Lord What in John 6:66 are they thinking?

 

Now to find out the true power of social media. Let us see if people retweet and share on facebook and boycott and damage this company. Because in 6 months if everything is back to normal then we should never ever again say the 'Power of Social Media' ever again. And Klout will need to retract their whole mission statement.

 

This is kind of Exhibit A B and C on if influence can be felt offline.

 

I always knew they were 'Devout' since I tried them back in 1989 when I went to college in North Carolina. And after visiting a few times never went back. So they aren't losing me as a customer. But hopefully they lose half. Enough to start a riot among franchise owners.

RizzoTees
RizzoTees

I love the argument, "This is what Chick-Fil-A believes. They are entitled to their opinion." What if their belief was "We aren't going to serve black people, because we believe that they are not worthy of dining in our white-only restaurant." We would have none of this! Nevertheless, this belief used to exist. Now it doesn't.

 

Just because a business has a heartfelt belief (whether religion-based or not, but especially when it's religion-based) does not mean it's acceptable. And it certainly doesn't mean it's good business.

TheJackB
TheJackB

Damn  Chick-Fil-A fools brought the wrath of Cookie Monster down upon the net. This is why Twitter is broken. 

 

How do I know this? I just got off the phone with G-d and he told me so.

 

In other news add me to the list of people who are not in favor of trying to ban the stores because I disagree with their narrow minded and provincial political perspectives.

 

Let them open where they want to. As a consumer I will choose to spend my dollars elsewhere. But even though I disagree with their politics, I will fight to let them open because that slippery slope is a dangerous path to be on.

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TimPio
TimPio

I was a journalism minor in college, where I had a couple PR classes.  I still remember reading in our textbook about how Johnson & Johnson successfully handled PR for the Extra Strength Tylenol crisis.  I'm sure it's still in PR textbooks today as the proper way to handle a crisis.  I have a feeling this Chic-fil-A crisis may also be featured in future PR textbooks on how NOT to handle a PR crisis.  Only time will tell. Thank you Gini for sharing your perspective. 

susancellura
susancellura

I think that what makes this so hard is the emotional connection people have to the brand. It's hard not to let that emotion influence the work one has to do around the brand. Communication professionals have to put walls up around emotions in this type of situation. I think the company should just let the story ride. Anything done publicly now just keeps the flames burning.

 

The stores here are packed all the time. Yet I have noticed that no one in the office has mentioned it or has brought Chick-Fil-A lunch in since this situation erupted. I say this because we have two wonderful colleagues who are in committed same sex relationships.  But who knows? We aren't supposed to talk about these things at work, supposedly.

John_Murphy
John_Murphy

Isn't bigotry and narrow mindedness so ugly?

britt_thomas
britt_thomas

I've been hearing rumblings that the fake account may have been created by Chick-Fil-A protesters as a way to generate more bad press. Given the Chick-Fil-A statement above, this may be the case.

 

It's also possible that a Chick-Fil-A employee (not necessarily in the Communications department) created the account to stand up for the company. I've witnessed that happen in the midst of an electronics company's issue.

 

Not standing up for Chick-Fil-A here. Just pointing out that there are other possibilities since it can be difficult and time consuming to verify who is responsible for content online.

MikeSchaffer
MikeSchaffer

As a rule, I don't like copying myself on multiple platforms, but this is what I posted on Facebook this morning:

 

"While I definitely have a side in the Chick-Fil-A/equal marriage debate, I find the discussion so American. A company states what they believe and people vote with their wallets. Free speech, meet capitalism."

 

At the end of the day, sales of the product are what matter. Company leadership is free to voice their opinion. However, the flip side is true that the customer is not required to keep spending money there. 

 

If a company takes a strong stand and then tries to cover it up by using deceitful tactics...well...that tells you all you need to know, doesn't it?

Latest blog post: Penn State and NCAA Sanctions

Soulati | Hybrid PR
Soulati | Hybrid PR

Chic-FilA is our family's first choice for fast food; in fact its the only choice. Now, it's time to boycott, eh? 

 

Not sure where PR people get trained; another sad day in our circles IF PR had any hand in this debacle...not sure any benefit of the doubt is worthy on this note. Sigh.

Latest blog post: Blogger, Twitter, Triberr

nateriggs
nateriggs

I've spent many dinners at Chic-fil-Et in the past few years. It's usually where my wife and I meet my son's mom and stepdad for chats about our schedule with Kaden since there's a location close to his former pre-school.

 

The part that peeved me the most in the statement (and one that I thought might be even have more of a negative impact on Chic-fil-A's business) was this:  

 

"...and we are married to our first wives."

 

Umm. WTF?!?

 

So basically, Cathy has not only condemned Gay and Lesbian couples -- he's also condemning blended and step-families (and remarriage all together for that matter) as not fitting with their version of "biblical definition".  #elitistdouchbag if you ask my opinion!

 

That seems to border on religious extremist and really strikes a chord with me since I'm what you'd consider a more liberal Catholic (liek @PattiRoseKnight below) as well as a blended family dad who has dropped countless dollars at their locations.

 

From a business perspective, what a stupid thing to say too!

 

Speaking against Gay and Lesbian couples is bad enough, but in reality, it's probably not the 'aspirational' audience of Chic-fil-A. They are very deliberiate in their focused targeting of families with multiple children in the household. The end game is to drive up the average guest check and increase sales. More kids means more dollars in the door.

 

Think about that for a second -- what families typically have the highest number of kids?  Thaaaat's right folks ... blended families and families joined by divorce and remarriage. With the current divorce rate near 50% in the U.S., that audience is VERY large.

 

In the end, their food is still light years better (and healthier) than McDonalds, and the service at the restaurant level is outstanding.  Great operations execution will usually trump PR and marketing in the chain restaurant business.

 

For me though, it looks like we might need to find a new meeting spot for our all-family meetings. It seems that our kind is no longer officially welcome at Chic-fil-A...

 

 

wabbitoid
wabbitoid

I have experience in politics (ran a campaign, media/sm rep for 2 others) and I'm in Minnesota, where a ballot initiative banning Universal Marriage is on the ballot.  So I get to see these things up close and pretty intensely.

I don't think companies should ever get into these issues unless they have it well thought out from many angles.  That includes people on "my side", such as General Mills.  Corporate speech and politics is a much more dangerous mix than the issues around Citizens United.

For example, the fake facebook account may not have been created by Chick-fil-a - there are many people who would do that in support of a new ally in the midst of a media storm.  But this is how it all spins very far out of control very quickly when you stray into emotional issues far afield from your corporate mission.

The best advice to companies who want to take a stand?  Do it behind the scenes, and if that doesn't seem good enough and you want to be public have people completely on watch for bad behavior on your side as well as the other.  It's a time for quick action and rising above the circus that will result.

General Mills did pretty well here managing their foray into the Universal Marriage issue. When they had protesters, the CEO brought them coffee.  It was cute.  But most of the time the fire and fury will catch a company far off guard, and that's happening to Chick-fil-a right now.

EatMorIdiots
EatMorIdiots

Is Chick-fil-A anti-Jewish because Dan Cathy believes Jesus is the Son of God? Will New York Mayor Michael Bloomberg come forward and tell Chick-fil-A they are not welcome because of their anti-Semitism? There's no doubt Chick-fil-A dropped the ball on the Henson issue, although I'm not convinced the fake Facebook account was their doing (seems to be a circumstantial case at best). But to say that Mr. Cathy's beliefs automatically make him anti-gay is not true. Chick-fil-A has never denied service to anyone based on his/her race, creed, religion or sexual orientation. Not ever. If you disagree with his stand on marriage, don't eat there. I'd like to think the Mayors of Boston and Chicago have more pressing issues to address than whether or not a business should be licensed in their cities.

sherrilynne
sherrilynne

Makes me shake my head.  Some people don't have a clue.

PattiRoseKnight
PattiRoseKnight

The beauty of this blog is people feel free to express their opinions instead of keeping silent.  I love this!  Chicago has always been a diverse city and what I love most about it.  Our mayor (a person) has the right to express his opinion and that is what I love about Chicago....if you think his comment was wrong you should have heard the million comments of Daley. 

Ben_ProfitBlog
Ben_ProfitBlog

I thought this was a free country.  Can't people just choose not to eat there? 

ladylaff
ladylaff

All I can say is 'REALLY?' 

rachaelseda
rachaelseda

Umm booya I love your last line. I knew you would write about this and I was just dying to see what you had to say but I never imagined that it would be about them now creating fake accounts and lying about toys getting pulled. Man oh man, not a good luck at all. I wonder who their crisis PR team is...someone should go deliver them so coffee because I have a feeling this is far from the end of it. 

 

The question is...did are they lying again to try and cover up another mistake or was the Facebook account really created by someone else?

kmskala
kmskala

Unfortunately, this little blip won't impact them at all in the long haul. There are a lot of people who support their decision, right or wrong. The thing about society is we are quick to forget. For every person pledging to not eat at their restaurants, there's someone who has pledged to start (their chicken is delicious).

 

That being said, this is just like Dominos and United -- it shows that there are a lot of people who lack common sense. This will damage their brand for some, others won't blink twice.

sydcon_mktg
sydcon_mktg

We are getting a Chick-fil-A in Crystal Lake (opening soon).  I can say I have never been and dont intend to either.  I am really appalled at all of this. All this judgmentalism is sickening.  I am proud to say that I am raising my kids to believe everyone is equal and deserves respect and I think its awesome that it pisses my teenager daughter off that gay couples cant legally marry just like anyone else!  

 

Also, as said below by @StorchMurphy who disses the muppets??? Cmon, seriously!!!

PattiRoseKnight
PattiRoseKnight

I have never been so proud of Chicago's mayor in my life - way to go Rahm!  And I have a whole new respect for Boston too!  I am Catholic and my religion as a whole doesn't believe in same sex marriages but I (Patti Knight) believe that only God can be the real judge!

Robert Murphy (Jitsu PR)
Robert Murphy (Jitsu PR)

 @ginidietrich I love this article! I have been wanting to write something myself since it happened, but I've been tied up. So, I'll comment on yours! :) Chick-Fil-A prides itself on its Christian values and has grown quite successful in this Country. They have also taken some PR hits in the past year, but nothing like this.

 

Thank goodness we have free speech and they are free to exercise, but their actions after the backlash resemble more those of an angry hormonal teenager, and not a very honest one. And, I think this time, the company has done itself some long-term damage by 1) slamming the Muppets. Who does that???, 2) attempting to manipulate the blogosphere, and 3) engaging in childish antics, instead of defending their position and accepting the backlash they should have known would come from it. You can't have it both ways.

 

In this day and age, I'd love to know who the person was suggesting, "Hey, I have a great idea, let's create fake supporters! That will work and nobody will find out!" LOL! Have they BEEN online in the past 10 years??

 

Anyway, that's all. Great write up. I couldn't agree more.

 

KenMueller
KenMueller

Gini, the company has issued a statement saying they didn't create the accounts, and that account has been traced to one Reddit user, who apparently has no ties to Chick Fil A. I think we need to be careful.

 

I've been watching this carefully for a variety of reasons, and I think they have handled themselves pretty well. There IS a lot of misinformation about a lot of this.

keithprivette
keithprivette

Good or bad I wish people wouldn't walk things back like this. If this is what you believe and this is the culture for your company...after all it does start at the top.  Then live and die by that culture.  We will see in the 4th Quarter whether standing by your believes and making that the company culture can keep them in business....

 

Walking things back (well unless you really need to apologize, we all goof up) seems wishy washy to me and long term you erode your credibility.

Latest blog post: The Hatch Five

JeffHaws
JeffHaws

Being from Atlanta, it's an especially interesting case to me. This is a brand that had been pretty much bulletproof in the South. The only thing anyone ever complained about was that they always craved chicken sandwiches on Sunday and would go banging the place's door down trying to get in. Now, they've waded into the political arena, which is rarely part of a savvy business model.

 

One of the interesting parts of religion for many is that it can give them a sense of righteousness in their positions on issues such as this. I imagine Dan Cathy is sitting back basically saying, "If God is with us, who can be against us?" As a private business, they may be willing even to sacrifice some profit and goodwill for the sake of stating what they believe to be what is "right," according to their god. Given that, I suspect their strategy will be to sit back, let this play out and just state that their official policy is to "treat others" well, despite their behind-the-scenes machinations, funneling money to groups that push for the "traditional marriage" protection their leaders favor. It also makes me doubt they did the Facebook account, because there's really no need for it. They feel they're right with God, so people who disagree can say what they want.

mattdibble
mattdibble

I believe you get back what you put out into the world. Chick fil A has put their bigoted beliefs out into the world... And whether they orchestrated it or not, they're getting back what they have put out, IMO.

rustyspeidel
rustyspeidel

Not to mention just plain stupid. There is no quicker way to destroy your business than to deceive your customers and have them find out about it. Social media makes that so much easier. What's sad is that this company has always stood firm in its evangelical Christian beliefs, but for some reason they blinked on this one. I guess they only go so far.

Barbara Nixon
Barbara Nixon

Good morning, Gini. I am glad to see that @jenzings is chiming in on this Chick-Fil-A post. It's concerning to me that I see so many people posting information regarding the reported sign in the Plano TX restaurant and the alleged Facebook "fake account" interchange as fact, when these two items keep referring back to a single source. I've met many of the people who work at Chick-Fil-A on their social media team, and it would floor me if these two things were actually supported by Chick-Fil-A. (It would not surprise me if the sign and fake account existed, but that Chick-Fil-A created them? Hard to believe. The company is much more savvy than that.) Just my two cents' worth. Disclosure: Though I have never worked for or with Chick-Fil-A, the company has provided donations to the university where I teach.

jenzings
jenzings

Wait, wait, wait.

 

Is it possible that they set up fake accounts? Yes. Is there any evidence they did so? No. There is literally not one shred of evidence that Chick-Fil-A *corporate* did this. It's just as likely to be some incensed fanboy/fangirl.

 

The Forbes article on this had a very interesting footnote. Only one person grabbed that screenshot. Every single article on this has pointed back to the screengrab of ONE person.

 

Do brands do dumb things? Yes. And it's entirely possible that is what is going on here. But I will need more evidence before I jump to that conclusion.

 

My thoughts here: http://tiny.cc/hux1hw

VickiDay
VickiDay

The whole thing sucks and I read yesterday in 2010, Chick-fil-A donated to infamous "ex-gay ministry" group Exodus. Exodus went to Uganda to spread its anti-gay message and Uganda promptly began a death penalty for gays campaign. African political horror - funded by Chick-fil-A.(Human rights advocates say that three U.S. evangelicals helped set the stage for a bill to execute homosexuals.)

Being from the UK I find this all very disturbing but as a former retailer they have failed big time on Retail Rule #101 never bring your personal views/ prejudices onto the shop floor your there to serve and listen to your customer and their needs not preach 

katskrieger
katskrieger

This whole thing just makes me sigh. 

 

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  1. […] practitioners have gotten, get and will always earn a bad rap; especially if they’re behind the Chick Fil-A debacle, PR crisis. If you’ve been following any posts here, at Spin Sucks, at Waxing Unlyrical or at Danny […]

  2. […] Every blogger has been enraptured with the PR debacle of Chick fil-A. As is my wont, I am not the first mover when it comes to new apps, channels, or breaking news (well, I do sometimes break a story). I let the other guys pave my way, and oh boy, did Gini Dietrich’s blog do a yeoman’s job.  […]

  3. […] two fake Facebook accounts, using stock photography. Again, they got caught red handed, however Chick-fil-A stands by they were not behind these accounts.  There’s no pulling the wool over the public’s eyes in the age of transparency.  Then in a […]

  4. […] Social Media will continue to be the people’s voice. Expect more Brands to suffer from missteps that cause uproars with most failing with their responses. While at the same time Brands will rarely experience the […]

  5. […] decided to sever its relationship with Chick-fil-A because of its stance on same-sex marriage.[4]  This compounded Chick-fil-A’s PR problem and some believe that the company then created a […]

  6. […] no surprise the bad case studies are shared over and over and over again. When Chick-fil-A had their train wreck of an issue because their CEO came out against the gay and lesbian community, the best content was about why […]

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