How an Indian brand handled their online crisis?<br />#CCDSUCKS<br />The negative word of mouth in social media!<br />Caf...
The story of #CCDSUCKS<br />#CCDSUCKS was a twitter hash tag used to spread the news related to a bad experience faced by ...
The result of a bad experience at Café Coffee Day<br />
Café Coffee Day Response<br />
Café Coffee Day Response<br />
The word of mouth effects…<br />
The word of mouth effects…<br />
The word of mouth effect on #CCDSUCKS tweets<br />
The top influencers and curators…<br />Twitter Handle                                          Number of #ccdsucks tweets<...
When @CafeCoffeDay was mute…<br />
When @CafeCoffeDay was mute…<br />
Why Buzz didn’t die after CCD response?<br />
Why Buzz didn’t die after CCD response?<br />
Support for @CafeCoffeeDay<br />
Support for @CafeCoffeeDay<br />
What does those #CCDSUCKS tweets  mean anyway?<br />Sample data set from first week of #ccdsucks<br />
What does those #CCDSUCKS tweets  mean anyway?<br />       Positive vs Negative #ccdsucks conversation curators. Around 49...
The life time of #CCDSUCKS <br />      Shows the first week of #ccdsucks trend line, how it spread and died <br />
The share of contribution by online influencers vs digital naives<br />More than 50% of #ccdsucks tweets were contributed ...
Effect of #CCDSUCKS after one week…<br />
Effect of #CCDSUCKS on  @CaféCoffee Day followers<br />
What brands can learn?<br />Word of mouth is a quick fire when it’s related to bad customer experience.<br />Don’t buckle ...
What brands can learn?<br />Café Coffee Day was very quick to respond to resolve the issue, apologized for the goof up and...
All you need is one bad experience to your  customerto screw up your brand!<br />
Are you a Social Brand?<br />Social is about engaging with your customers.<br />I must say CCD did a good job to handle th...
Do you have your brand on social web yet?<br />Cheers<br />Vijay RayapatiProduct Architect <br />GizaPage.comTwitter : @am...
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How Cafe Coffee Day Handled Their Online Crisis

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

Published in: Technology, Business
  • Thanks Abhishek.
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  • So was it a PR stunt or was it real? I guess like the end of the movie 1984, we will never know
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  • @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
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  • 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.
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  • ccd wale are big thieves!! charge exorbitant prices for shit coffees,, tats y lot of ccd out lets have closed..
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How Cafe Coffee Day Handled Their Online Crisis

  1. 1. How an Indian brand handled their online crisis?<br />#CCDSUCKS<br />The negative word of mouth in social media!<br />Café Coffee Day is the largest organized retail café chain in India.<br />Vijay Rayapati - GizaPage.com - @amnigos<br />Anatomy of online crisis and word of mouth effects<br />
  2. 2. The story of #CCDSUCKS<br />#CCDSUCKS was a twitter hash tag used to spread the news related to a bad experience faced by Chennai Twitter users at CCD during a tweetup.<br />ACafe Coffee Day Manager at Ispahani centre in Chennai [rudely] asked the group to pay extra money as cover charge if they want to use CCD premises for tweetup or vacate it, immediately.<br />
  3. 3. The result of a bad experience at Café Coffee Day<br />
  4. 4. Café Coffee Day Response<br />
  5. 5. Café Coffee Day Response<br />
  6. 6. The word of mouth effects…<br />
  7. 7. The word of mouth effects…<br />
  8. 8. The word of mouth effect on #CCDSUCKS tweets<br />
  9. 9. The top influencers and curators…<br />Twitter Handle Number of #ccdsucks tweets<br />
  10. 10. When @CafeCoffeDay was mute…<br />
  11. 11. When @CafeCoffeDay was mute…<br />
  12. 12. Why Buzz didn’t die after CCD response?<br />
  13. 13. Why Buzz didn’t die after CCD response?<br />
  14. 14. Support for @CafeCoffeeDay<br />
  15. 15. Support for @CafeCoffeeDay<br />
  16. 16. What does those #CCDSUCKS tweets mean anyway?<br />Sample data set from first week of #ccdsucks<br />
  17. 17. What does those #CCDSUCKS tweets mean anyway?<br /> Positive vs Negative #ccdsucks conversation curators. Around 49 people spread the negative tweets related #CCDSUCKS and 27 people spread/defended CCD stand on this issue.<br />
  18. 18. The life time of #CCDSUCKS <br /> Shows the first week of #ccdsucks trend line, how it spread and died <br />
  19. 19. The share of contribution by online influencers vs digital naives<br />More than 50% of #ccdsucks tweets were contributed by “Digital Naives” (People whose online popularity is very minimal, no offence ) and almost equal number of online influencers also participated in this.<br />
  20. 20. Effect of #CCDSUCKS after one week…<br />
  21. 21. Effect of #CCDSUCKS on @CaféCoffee Day followers<br />
  22. 22. What brands can learn?<br />Word of mouth is a quick fire when it’s related to bad customer experience.<br />Don’t buckle under pressure, Café Coffee Day should have avoided using #ccdsuckshashtags in their own tweets  instead could have used something like #ccdresponds or #ccdcares.<br />
  23. 23. What brands can learn?<br />Café Coffee Day was very quick to respond to resolve the issue, apologized for the goof up and was supported by many [Indian] online influencers for this.<br />It’s better to engage than being mute in crisis to minimize the effect of negative word of mouth. It also encourages your brand fans to answer on your behalf .<br />
  24. 24. All you need is one bad experience to your customerto screw up your brand!<br />
  25. 25. Are you a Social Brand?<br />Social is about engaging with your customers.<br />I must say CCD did a good job to handle the goof up by one of their franchisee.<br />
  26. 26. Do you have your brand on social web yet?<br />Cheers<br />Vijay RayapatiProduct Architect <br />GizaPage.comTwitter : @amnigos<br /> Mobile : 09008-869-869<br />

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