In 2024, several brands failed to connect with consumers, often due to poor alignment with consumer expectations, tone-deaf messaging, and operational missteps. Here are some key reasons and examples:

1. Disconnect with Consumer Values: Many brands are failing because their actions contradict the values they publicly support. For instance, Kyte Baby, a family-focused brand, faced backlash for not supporting an employee during a family crisis, damaging its reputation as a brand for parents. This highlights how consumers demand that brand actions align with their purported values, especially on sensitive issues ​Embark.
2. Tone-Deaf Marketing: Brands like Kellogg’s have struggled with messaging that comes across as insensitive. When Kellogg’s CEO suggested that families consider “cereal for dinner” as a solution to rising food costs, it led to criticism, as consumers felt the statement trivialized economic hardships. This example underscores the importance of empathetic communication that genuinely resonates with an audience’s lived experience ​Embark.
3. Failure to Meet Expectations: Brands promising immersive or high-value experiences but failing to deliver are also seeing significant backlash. The “Willy Wonka Experience” in Glasgow promised an enchanting event, but attendees were met with minimal attractions and disappointment. This incident highlights the risks of over-promising in marketing campaigns, as unmet expectations can lead to rapid reputational damage ​Ad Age.
4. Misuse of AI and Technology: Over-reliance on AI without sufficient quality control has led to failures in creative campaigns, such as Toys R Us’s AI-generated ad featuring distorted visuals, which detracted from the brand’s appeal and raised concerns about quality standards in AI-produced content. Brands must balance technological innovation with quality assurance to avoid eroding trust ​Ad Age.
5. Neglecting Transparency and Authentic Engagement: Consumers are increasingly critical of brand authenticity. For example, OpenAI faced backlash after the release of a voice assistant that closely resembled Scarlett Johansson’s voice, allegedly without permission, raising ethical questions about AI and intellectual property. Transparency in brand operations and communications is essential as consumers demand more openness​ Ad Age.