Look closely at consumer signals
Before this conversation exploded on social media, shoppers were already flagging the costume in Target’s own product reviews. That’s the kind of signal companies spend enormous amounts of money trying to find. Another problem is often that the people moderating product reviews don’t talk to the people creating products, and most of those folks are not getting feedback directly from consumers whatsoever. In a hundred-thousand-person company, things fall through the cracks. Consumer research only helps if it can travel horizontally across the organization, and can be accessed quickly enough for every employee making a decision that affects the brand to act on it. At many companies, access to consumer testing is not yet democratized and widely available.
Address the cultural problems no checklist can solve.
No one wakes up hoping to destroy brand equity and alienate consumers. Companies repeat mistakes when they treat their own response as a project with an end date instead of a system that has to be built and maintained for the long term.
Think about what six years does to an organization the size of Target. The team that felt the heat in 2020 is gone. The vp that commissioned the internal review may have retired. The consultant that curated the design invoiced and moved on. The task force fizzled out not long after the news cycle. And the document with the retro is still sitting in a drive nobody opens under a name that no longer has any relevance.
That requires better consumer feedback and more connected data. But no amount of testing can make up for one cold, hard fact. Somebody who could have looked at this costume and immediately seen the problem was either not involved, or wasn’t heard early enough to stop it.
Target will recover, and eventually the news cycle will move on, as it goes. But while consumers can look past a mistake, it’s very hard to undo how a brand made them feel. The goal shouldn’t be to get better at apologizing. It’s to build an organization that remembers why it had to apologize in the first place, and keeps the next embarrassing mea culpa from happening.
