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	...
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	
  Industr...
In	
  the	
  backend……	
  
Branding	
  /	
  Agency	
  did	
  a	
  )e	
  up	
  
with	
   some	
   courier	
   agency	
   to...
And	
  then	
  something	
  went	
  wrong!	
  
………….the	
   courier	
   agency	
  
goofed	
  up	
  and	
  the	
  Mug	
  in...
And	
  thus	
  he	
  Posted	
  on	
  
his	
   wall,	
   not	
   because	
  
he	
   wanted	
   to	
   pull	
  
them	
   but...
So?	
  
An	
  unexpected	
  response	
  from	
  a	
  very	
  senior	
  veteran	
  
of	
  the	
  Industry	
  must	
  have	
...
But	
  No!	
  
first	
   the	
   Senior	
   folk	
  
from	
   the	
   Agency	
   got	
  
ac)ve	
   and	
   apologized	
  
a...
AND….	
  
then	
  the	
  Owner	
  posted	
  a	
  comment	
  which	
  was	
  not	
  only	
  
a	
  Clear	
  case	
  of	
  Cr...
…….and	
  finally	
  !!	
  
and	
  also….	
  
Key	
  points:	
  
›  Customers	
  /	
  Consumers	
  or	
  Prospects	
  –	
  Treat	
  them	
  
Humbly,	
  you	
  never	
 ...
Personal	
  views,	
  
nothing	
  inten)onal..	
  
GET	
  IN	
  TOUCH:	
  
@SirfMayuR	
  
a.com/SirfMayuR	
  
+91	
  98260...
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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 Crisis Management.

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Conversation - a case of Crisis Management on Social Media

  1. 1. Conversa)ons   Everything  happens  for  good..  J  
  2. 2. 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..  
  3. 3. How  it  started?   Sudden  ping  from  the  brand  Management  ping   almost  a  month  back…..  
  4. 4. Discussions  and  then  form  Fill   by   various   Users   majorly   senior  folks  from  Industry  and   some   Individuals   who   are   face  of  the  Industry    
  5. 5. 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…….  
  6. 6. 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  !!  
  7. 7. And  thus  he  Posted  on   his   wall,   not   because   he   wanted   to   pull   them   but   was   feeling   sad..  
  8. 8. 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….  
  9. 9. But  No!   first   the   Senior   folk   from   the   Agency   got   ac)ve   and   apologized   and   promised   to   have   send  one  fresh  piece….  
  10. 10. 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….  
  11. 11. …….and  finally  !!  
  12. 12. and  also….  
  13. 13. 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!  
  14. 14. Personal  views,   nothing  inten)onal..   GET  IN  TOUCH:   @SirfMayuR   a.com/SirfMayuR   +91  9826020980  

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