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How Cafe Coffee Day Handled Their Online Crisis

by Vijay Rayapati on Feb 16, 2010

  • 9,439 views

This presentation analyzes the recent #CCDSUCKS hashtah effect and how Cafe Coffee Day handled the issue.

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This presentation analyzes the recent #CCDSUCKS hashtah effect and how Cafe Coffee Day handled the issue.

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cafe coffee day online crisis ccd online crisis ccdsucks india coffee day online crisis social media mba project reputation management india social media monitoring chennai

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  • amnigos Vijay Rayapati , CTO at Kuliza Thanks Abhishek. 2 years ago Reply
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  • thetalkshop Mathai Fenn , Trainer and Life Coach at The Talk Shop So was it a PR stunt or was it real? I guess like the end of the movie 1984, we will never know 2 years ago Reply
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  • amnigos Vijay Rayapati , CTO at Kuliza @Narayanan Hariharan : Hey thanks for putting your comment. Lets look at it from this perspective, CCD had a responded in respectable time frame, apologized for the good up and offered to resolved the issue (be it on phone or email, whatever). Also about CCD could have handled it better - Yes, there is always room for better communication from brands but they need a chance to learn from their mistakes, read more at - http://bit.ly/407yg 2 years ago Reply
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  • guest5a687a9f Narayanan Hariharan Hi Vijay,

    The @narayananh referred by you in this ppt is me. I'm not sure why/how you came to the conclusion that CCD handled all this well but having been at the centre of the storm, here's why I think otherwise

    1. No connect between the person handling the twitter account and everyone else.
    2. CCD still hasn't come clean on what corrective action was taken
    3. If you notice the tweets from the CCD twitter account, all it said was give us a number to call. I think they could have done better than that. I really don't think a number is/was necessary to communicate, after all, we raised the complaint on twitter and @javashri wrote a detailed post on his blog, and a link to which was tweeted to the CCD twitter account.

    Overall, for this issue to have bloated so much, I think the person manning the CCD twitter account had a big role to play - he could have handled it better. IMHO he screwed up bigger than the manager at CCD Chennai did.     2 years ago Reply
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  • guest5e9384d Yash Sharma ccd wale are big thieves!! charge exorbitant prices for shit coffees,, tats y lot of ccd out lets have closed.. 2 years ago Reply
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  • svsashank Sashank Venkata , Partner at Deep Red Ink Excellent analysis! There is a lot to learn from these experiences. Many Indian brands can learn and take social media seriously. 2 years ago Reply
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  • abhishek1711 Abhishek Shah , Co-Founder at MediaCrest Digital Solutions amazing work Vijay 2 years ago Reply
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How Cafe Coffee Day Handled Their Online Crisis — Presentation Transcript