This has been a fascinating evening. I’ve been watching CNN and following the Twitter feed and Facebook page of Carnival Cruise Lines: https://www.facebook.com/Carnival?sid=0.5826209932565689
Man looks in the abyss, there’s nothing staring back at him. At that moment, man finds his character. And that is what keeps him out of the abyss.
I’m watching a brand react in real time in a way that could never happen in a pre-social-media world. The Carnival Facebook page is a jousting match tonight. Thousands are commenting. Some are eloquently applauding Carnival. Some are accusing Carnival of deleting negative posts (I tested it — it’s true).
Look at the bright side, passenger. You got a free bathrobe out of this deal.
Carnival is looking into the abyss tonight. What’s staring back is a mix of condemnation and praise. More praise than I expected. I’ve been on a Carnival cruise — one that didn’t have any special problems — and I was not impressed. But clearly there are some die-hard Carnival brand advocates. Just what a brand needs on a dark night like this.