Google's recent response to a viral anti-diversity memo shows a major shift from focusing on the customer to focusing on employees and company culture, says Shane Green president and founder of global consulting firm SGEi.
Other companies, he says, should take note of this when dealing with public outrage.
"Customers are more forgiving than employees," says Green, who has consulted for clients such as the NBA and BMW. "How employees are treated determines if they stay at the company … and how they treat customers."
Here are three crucial steps he says business leaders should take when responding to a scandal: