Brands in the time of social media backlash
Image from Shutterstock I t's been a week since the Kunal Kamra-Arnab Goswami episode took place inside the Indigo flight. After Indigo airlines put out the No Fly ban on Kunal, complying to a tweet from the Minister of Aviation, there are a huge outcry about their decision on social media (Twitter). The strange part was, both the sides - users who were against the incident and for the incident were talking about not flying on Indigo. While the brand remained silent on their decision, it made me think, could the brand have done something different or handled it better. The thought also led to a larger question, when a brand takes a position, how can it defend itself, if there is an outcry or backlash on social media. What (else) could Indigo have done differently? Follow due process and procedure: The best thing that Indigo team could have done is putting out a message stating that they will follow due process as laid down by the government and law of the land and in t