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A Social Media Cautionary Tale: Crumb Bakery

Crumb Bakery's story is a cautionary tale of what happens when bad customer service and social media come together, and the results for your business.

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Social Media Reputation Management,[object Object],Crumb Bakery: A Cautionary Tale,[object Object]
Once upon a time…(June 2010)in a land far away…(right down the street)there was a little bakery.,[object Object]
The bakery was called Crumb.,[object Object]
At first, Crumb enjoyed some good press for their expensive treats.,[object Object]
But then, something happened.,[object Object],Crumb decided to use a tagline they thought it was “edgy”.,[object Object],“So good it makes fat people cry”,[object Object]
And then…,[object Object],A local customer complained about the tagline to Crumb, explaining  how it made her feel. Their response?,[object Object],“We offend everybody equally.”,[object Object]
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A Social Media Cautionary Tale: Crumb Bakery

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  • 13. How you treat your customers matters. Period.
  • 14. In the internet era, your customers have a voice that carries. Treat them with respect.
  • 15. The people who make up your business represent your brand on and offline, and have a direct effect on the brand itself. Transparency is key.
  • 16. View feedback – positive OR negative – as an opportunity, not a threat.
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