Introduction
In December 2017, an international retailer issued the following apology on Twitter:
“We now know we were wrong to do this – we’re truly sorry and we won’t ever do it again. Thanks for telling us what you really think and we apologise if we have let you down on this one.”
Devoid of context, it’s easy to speculate on what the misdemeanour was and which business was shamed. We’ve seen some genuinely weighty scandals in recent years – from phone-hacking to horse meat to all manner of corporate malfeasance on pay, tax and boardroom representation. In the case...