When Duolingo's Zaria Parvez made a controversial post, her CMO framed the misstep as a necessary learning experience. This cultural attitude towards risk-taking encourages the creative experimentation required for breakthrough social media, turning a potential firing into a valuable lesson on brand boundaries.

Related Insights

Koenigsegg's motto, "the show must go on," frames failures not as setbacks but as inevitable parts of innovation. This cultural mindset fosters immediate problem-solving and resilience, preventing paralysis when crises occur. It is an operational tool for teams pushing boundaries, ensuring constant forward momentum no matter the obstacle.

Instead of simply announcing a temporary app icon change, Duolingo's social team created a multi-week narrative where their mascot died. This transformed a routine product decision into a massive, co-created story with the community, showing how social-first thinking can amplify even small product updates into major brand moments.

Zaria Parvez started at Duolingo with a "naive mindset," unaware that corporate social posts typically require layers of approval. This unintentional freedom allowed her to think like a creator, not an advertiser, leading to the spontaneous, risky content that defined the brand's voice and sparked its initial viral growth.

Many brands retreat to safety during turmoil. However, a true existential crisis can be a unique opportunity, forcing teams to abandon failing playbooks and embrace the unorthodox, high-risk creative ideas that would otherwise be rejected by the system.

Duolingo's team achieves its speed by operating under the belief that 'fear is incredibly expensive.' This mindset empowers them to be their own approvers, accepting the small risk of having to delete a post in exchange for the immense creative and engagement upside that comes from moving at the speed of culture.

Don't be deterred by criticism from industry peers. Zaria Parvez of Duolingo views it as a positive indicator. If marketers dislike your work but consumers love it, you're successfully breaking through the marketing echo chamber and connecting with your actual audience.

Coming from product, Wiz's CMO sees marketing as liberatingly low-risk. A bad product feature creates permanent technical debt and maintenance costs. In contrast, a failed marketing campaign can be stopped instantly with no lasting negative impact, which encourages creative and unconventional experiments.

When an experimental campaign failed, Edelman's CEO Richard Edelman protected the mid-level employee responsible. He framed the mistake as a necessary cost of innovation in a new field, explicitly telling the team to "keep pushing boundaries." This response fosters a culture where calculated risks are encouraged rather than punished.

Instead of traditional strategy, Duolingo's team applies principles from improvisational comedy. Core tenets like 'yes, and' (building on ideas) and 'commit to the bit' (going all-in on a concept) create an environment that encourages bold, reactive, and consistently creative content without internal blockers.

A perfect track record of high-performing content indicates a content strategy that is too safe. Occasional "flops" are not failures; they are crucial data points that help you find the creative boundaries and discover new, resonant topics. Consistently testing and pushing limits is necessary for long-term growth and innovation.

A CMO's Best Response to a Crisis: "You Don't Know Where the Line Is Unless You Cross It" | RiffOn