In this episode of Communication Breakdown, Steve Dowling and Craig Carroll examine two very different communications tests: Nestlé’s playful response to the theft of 400,000 KitKat bars, and Air Canada’s damaging leadership misstep after a fatal crash. They explore why KitKat’s response worked, pointing to low stakes, strong brand alignment, smart targeting, and disciplined execution. They then turn to Air Canada, where an English-only message from CEO Michael Rousseau in the wake of tragedy violated a clear cultural and legal expectation in Canada. Together, the two cases show how context shapes what is possible, but judgment and execution determine whether a moment becomes a reputational win or a preventable failure.

Takeaways

• Nestlé succeeded because the KitKat theft was visible, low-stakes, and easy to frame in a way that fit the brand’s existing voice.
• Opportunistic communications only work when timing, tone, and audience expectations are aligned.
• Air Canada’s bilingual obligation was not a secondary consideration, it was a governing constraint.

Topics Mentioned
KitKat, cargo theft, Nestlé, Formula One sponsorship, brand voice, crisis communication, stakeholder judgment, supply chain vulnerability, Air Canada, bilingual communications, governance, leadership accountability, cultural expectations, reputational risk

Companies Mentioned
Air Canada, KitKat, Nestlé, Formula One, Fast Company, The Athletic, The New York Times, Allianz 

Episode Hashtags
#AirCanada #KitKat #Nestle #FormulaOne #FastCompany #TheAthletic #TheNewYorkTimes #Allianz #CorporateCommunications #PublicRelations #CorporateReputation #CrisisCommunication #LeadershipCommunication #Governance #BrandStrategy #StakeholderTrust #ReputationalRisk #BilingualCommunications #ShawnPNeal #AdvoCast #OCRNetwork

Communication Breakdown is a production of the Observatory on Corporate Reputation.
Hosted by Craig Carroll and Steve Dowling.
Produced by Shawn P Neal and the team at AdvoCast.

For questions, feedback, or episode suggestions, reach out at [email protected]