StandUpforAmerica said:
Hopefully in that case study they highlight how AB could have fixed it with a real apology and a removal of the employee who made the horrible decision.
They severely underestimate the power of simple habit that has kept them on top for so long. It wasn't that they were the "best" it the "only" in their category. Bud light is in a beer/beverage category that is very easily replaced. Their consumer and brand loyalty for apparently 1/3 of their market was only as loyal as the next slot in the beer cooler. For a marketing department, that is 100% not knowing your audience and your consumer.