Comedian Richard Lewis claims to have coined “the _______ from hell” phrase, but Carnival Cruise Lines has lived it. In 2012, Carnival spent $61 million advertising its “fun ship” brand positioning. But by the end of last year, #cruisefromhell was trending on Twitter after one of Carnival’s ships had an on-board fire that left passengers stranded for five days without fresh food, air conditioning or working toilets.
Of course, social media is just one....