The Problem With Honesty

When Hurricane Helene hit the upstate in 2024, Duke Energy texted updates like a concerned ex. Spectrum went radio silent. Guess which one people brought meals to.

Join Christopher Cecil and Allison Langford as they dig into the gap between what a brand knows and what its customers actually hear, and why the brands that close it tend to come out ahead.

Also featuring: HIPAA forms nobody explains, Patagonia's "Don't Buy This Jacket" as weaponized honesty, why the United Airlines CEO is banned from Vegas, and a small linguistic mystery about why Europeans say "Spectrum are" instead of "Spectrum is."

TL;DR: If you don't tell customers what's going on, they'll make something up. And it'll most definitely be worse.