Sheldon Anthony IO

In the corporate landscape, a perennial dilemma exists: profit versus purpose. Organizations grapple with aligning their financial goals with societal well-being. The pursuit of profit often overshadows social responsibility, leading to ethical quandaries. Gartner predicts that by 2024, 30% of major organizations will use a new “voice of society” metric to act on societal issues and assess the impact on their business performance.^[1] Business owners must balance financial success with ethical operations in the digital age. As public awareness and expectations around corporate responsibility grow, integrating a “voice of society” metric allows businesses to align their strategies with societal values, potentially leading to sustainable long-term growth and a stronger brand reputation. This shift towards measuring societal impact reflects a broader trend where businesses that prioritize social good can gain a competitive advantage.

Traditionally, businesses have focused on maximizing profits for shareholders. The "voice of society" metric requires a balance between financial goals and addressing societal concerns like environmental sustainability, ethical labor practices, and social justice issues. Defining and measuring the "voice of society" can be challenging. Is it based on social media sentiment, public opinion polls, or engagement with specific causes? Accurately interpreting this complex data requires expertise and ongoing analysis. Companies implementing this metric must be genuine and transparent in their actions. Utilizing it solely for public perception management without concrete action could backfire, leading to accusations of "greenwashing" and damaging brand reputation.

In 2017, PepsiCo launched a commercial featuring celebrity Kendall Jenner amidst a protest scene. The ad aimed to portray social unity but backfired spectacularly. The commercial trivialised the Black Lives Matter movement. Critics slammed Pepsi for using a wealthy, white celebrity and co-opting a serious social justice movement to sell soda. The ad sparked outrage on social media and in the news media. Consumers accused Pepsi of being insensitive and exploitative. Facing immense criticism, Pepsi pulled the ad within 48 hours and issued a public apology. The controversy tarnished Pepsi's image, particularly among younger demographics. While Pepsi apologized and recovered to some extent, the incident served as a harsh lesson. It highlighted the dangers of tone-deaf marketing campaigns that lack cultural sensitivity.^[2]

In recent times, consumers have become increasingly conscious of the social and environmental impact of the companies they purchase from. As such, companies that prioritize ethical practices and have a strong "voice of society" metric tend to attract and retain more customers. Governments have also started implementing stricter regulations on environmental sustainability and corporate social responsibility, and companies that are proactive in addressing societal issues through a "voice of society" metric tend to stay ahead of the regulatory curve. Additionally, socially responsible investing (SRI) has gained traction, and investors are now looking beyond financial performance when considering a company to invest in. They are also considering a company's environmental, social, and governance (ESG) practices. Companies that have a strong "voice of society" metric can signal a long-term commitment to sustainability, which, in turn, attracts SRI investors. Having a strong "voice of society" metric is vital for companies looking to build and maintain a positive reputation in today's socially and environmentally conscious market. By prioritizing ethical practices and addressing societal issues, companies can attract and retain customers, stay ahead of regulatory changes, and appeal to socially responsible investors.

Digital technology has a profound effect on our daily lives, and companies must consider societal concerns while creating and implementing new technologies. Market leaders establish trust and encourage continuous improvement based on feedback from stakeholders. Market leaders are launching initiatives that address societal concerns and enhance their positive impact by transforming data from the "voice of society" metric into actionable strategies. This strategy promotes long-term sustainability, enhances brand reputation, and positions them for success in the ever-changing landscape of corporate responsibility. Therefore, companies in the digital technology industry should strive to improve the "voice of society" metric to ensure that their technologies have a positive impact on society while still achieving their business objectives.