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.

1. Conversa)ons
Everything
happens
for
good..
J

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. How
it
started?
Sudden
ping
from
the
brand
Management
ping
almost
a
month
back…..

4. Discussions
and
then
form
Fill
by
various
Users
majorly
senior
folks
from
Industry
and
some
Individuals
who
are
face
of
the
Industry

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. 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. And
thus
he
Posted
on
his
wall,
not
because
he
wanted
to
pull
them
but
was
feeling
sad..

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. But
No!
first
the
Senior
folk
from
the
Agency
got
ac)ve
and
apologized
and
promised
to
have
send
one
fresh
piece….

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. …….and
finally
!!

12. and
also….

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. Personal
views,
nothing
inten)onal..
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