In this episode of Communication Breakdown, Steve Dowling and Craig Carroll dissect how companies are mistaking noise for signal—and paying the price. From the surprising data behind Jimmy Kimmel’s suspension fallout at Disney to the bot-fueled backlash against Cracker Barrel’s rebrand, the hosts explore how misreading public sentiment and failing to align values with action opens the door for reputational damage. They introduce the concept of “narrative arbitrage”—a new kind of reputational risk where bad actors weaponize corporate messaging gaps for cultural or political gain. With real-time case studies and predictive insight, Steve and Craig lay out a roadmap for communicators navigating reputational minefields in the age of bots, culture wars, and chaos agents.

Takeaways

• Customer behavior—not social media volume—is the real reputational signal.
• Disney’s 5X subscriber churn during Kimmel’s suspension was the clearest signal of consumer sentiment.
• Bots amplify backlash but rarely invent it—Cracker Barrel’s mistake was ignoring real diners.
• Narrative arbitrage describes when outsiders weaponize a brand’s contradictions for political or personal gain.

Topics Mentioned
Narrative arbitrage, brand alignment, bots and amplification, reputational risk, cultural backlash, stakeholder trust, brand identity, narrative contradiction, chaos agents, crisis communication

Companies Mentioned
Disney, Cracker Barrel, Target, Meta, Washington Post, YouTube, Microsoft, NFL, Alphabet

Episode Hashtags
#Disney #CrackerBarrel #Target #Meta #YouTube #NFL #Microsoft #BrandReputation #CrisisCommunication #NarrativeControl #PublicRelations #StrategicMessaging #StakeholderAlignment #NarrativeArbitrage #ShawnPNeal #AdvoCast #OCRNetwork

Produced by Shawn P Neal at AdvoCast

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]