Conversation - a case of Crisis Management on Social Media
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Conversation - a case of Crisis Management on Social Media

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a simple case of how an online company tried offline way to lure customer which turned out to be a negative event and how then the agency and client turned it into a Positive case.. Social Media ...

a simple case of how an online company tried offline way to lure customer which turned out to be a negative event and how then the agency and client turned it into a Positive case.. Social Media Crisis Management.

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Conversation - a case of Crisis Management on Social Media Conversation - a case of Crisis Management on Social Media Presentation Transcript

  • Conversa)ons   Everything  happens  for  good..  J  
  • A   Simple   yet   beau)ful   e x a m p l e   o f   c r i s i s   Management,   keeping   in   mind  the  involvement  of  third   par)es  and  individuals   Talks  about  how  an  Online  brand  used   offline  channels  for  Brand  influence   which  went  wrong  and  how  that  turned   the  opportunity  into  a  Branding   exercise..  
  • How  it  started?   Sudden  ping  from  the  brand  Management  ping   almost  a  month  back…..  
  • Discussions  and  then  form  Fill   by   various   Users   majorly   senior  folks  from  Industry  and   some   Individuals   who   are   face  of  the  Industry    
  • In  the  backend……   Branding  /  Agency  did  a  )e  up   with   some   courier   agency   to   c o u r i e r   a   N i c e l y   d o n e   personalized   mug   along   with   some   coupons   and   a   Intro   Brochure  of  Brand…….  
  • And  then  something  went  wrong!   ………….the   courier   agency   goofed  up  and  the  Mug  in   the   Package   reached   one   of   the   senior   person   in   Industry  but……      ……..it  was  broken  !!  
  • And  thus  he  Posted  on   his   wall,   not   because   he   wanted   to   pull   them   but   was   feeling   sad..  
  • So?   An  unexpected  response  from  a  very  senior  veteran   of  the  Industry  must  have  taken  the  team  aback  and   must  have  felt..   -­‐  Why  the  “F___”  he  posted  it  online,  it  was  FREE!   -­‐  It  was  not  our  fault  and  he  shouldn’t  have…                                  etc.  etc….  
  • But  No!   first   the   Senior   folk   from   the   Agency   got   ac)ve   and   apologized   and   promised   to   have   send  one  fresh  piece….  
  • AND….   then  the  Owner  posted  a  comment  which  was  not  only   a  Clear  case  of  Crisis  management  but  also  have  set  an   example  for  many….  
  • …….and  finally  !!  
  • and  also….  
  • Key  points:   ›  Customers  /  Consumers  or  Prospects  –  Treat  them   Humbly,  you  never  know  who  can  become  a   Brand  Noise    /  Voice  for  you..   ›  Networking  is  very  important  but  be  ac)ve  is   super  important  –  a  Clear  case…   ›  Tracking  Social  Buzz  about  Brand  is  very  important   and  thus  using  some  third  party  tools  is  not  just   cost  but  also  logical/ra)onal!  
  • Personal  views,   nothing  inten)onal..   GET  IN  TOUCH:   @SirfMayuR   a.com/SirfMayuR   +91  9826020980