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Six Epic Social Media Fails
This document discusses 6 examples of social media fails by companies and the lessons that can be learned from each one. The fails discussed are from Nutella, Poland Spring, Kryptonite bike locks, United Airlines, Taco Bell, and Carnival Cruise. The lessons highlighted include embracing brand advocates, staying active and listening for brand mentions, addressing customer complaints quickly, getting the customer experience right, delivering on promises, and increasing engagement during times of crisis.
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Six Epic Social Media Fails
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- 2. 6 Epic Social Media Failsand the Lessons Learned
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- 4. Image: www.marketoonist.com Lesson #1:Embrace Brand Advocates as Part of the Team
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- 7. Lesson #2: Stay Active& Listen for Mentions of the Brand
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- 11. Lesson #3: Don’t Hide BehindSocial Media. Address Customer Complaints Quickly
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- 16. Lesson #5: DeliverOn Promises
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- 19. Lesson #6: Increase Engagement inTimes of Crisis
Editor's Notes
- #12 A lot of businesses are concerned about negative feedback that they get on Facebook and Twitter and other social media. The temptation often exists to even delete that feedback. But if you delete the feedback or simply don’t respond, that's a response that's saying, "I don't care about my customers." and you're inviting them to go off somewhere else and complain even louder. So, the solution, instead, is to post publicly saying that you're gonna deal with the issue privately. That way you deescalate the situation from the public landscape, but you solve the problem, and more important, you tell the world that you are the kind of company that cares about its customers. After numerous blogs, videos and social media messages were sent showing how to do it and commenting negatively on the locks, and a feature in the New York Times – Kryptonite didn’t even respond. A huge failure and one that goes against one of the main pieces of advice for using social media – always deal with complaints; it could really help your product development team.