"The recent actions by Kyle Busch are not consistent with the values of M&M'S and we're very disappointed. Like you, we hold those who represent our brand to a higher standard and we have expressed our concerns directly to Joe Gibbs Racing."

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For every grand and finely worded statement by the CEO, the brand is also defined by derisory consumer comments overheard in a hallway, or in a chat room on the Internet. Brands are sponges for content, for images, for fleeting feelings. They become psychological concepts held in the minds of the public, where they may stay forever. As such you can’t entirely control a brand. At best you can only guide and influence it.

— Scott Bedbury