#customer-backlash

#customer-backlash

First, changes to the search landscape, which have companies thinking about visibility and LLM citations over SERPs and clicks, are seen as brand marketing efforts. But brands also made news by taking actions that seem to go against their brand values or upset customers. Southwest Airlines, which for years touted "Bags fly free" started charging for checked bags. Cracker Barrel tried to update its logo and faced a backlash from its customer base that threw the brand into national politics.

"If the last few days have shown us anything, it's how deeply people care about Cracker Barrel. We're truly grateful for your heartfelt voices,"

Users didn't care for the excuses, with many taking to Reddit and Trustpilot to express their dissatisfaction as what they viewed as "poor form," "gaslighting," and profoundly bad business.