Social Media Crisis Management: Mistakes to Avoid
Posted: Wed Dec 18, 2024 10:58 am
How cool is not answering comments regarding compensation and full refunds for canceled flights?
Our verdict: not cool, especially when you take a look at this whole thread and see that other comments and questions were either solved or partially answered.
It’s okay not to know the answer straight away or cambodia whatsapp number require additional info to help the customer. It’s not okay, though, to cherry-pick and choose only those answers that suit your business goals. And while it may not cause a huge crisis (yet), it definitely damages brand reputation.
#2 KFC
You must know that it’s obviously normal for shops to sometimes run out of stock.
However, it was quite the opposite of normal, for some people, that KFC ran out of chicken. They had to shut down their restaurants in the UK for 10 days, causing people to cry, long for chicken even more, and the brand to suffer.
Of course, things didn’t quiet down for them on social media. But they turned this PR crisis into a win with a full-page Metro advertising campaign, presenting a FCK bucket with an explanation.
Our verdict: not cool, especially when you take a look at this whole thread and see that other comments and questions were either solved or partially answered.
It’s okay not to know the answer straight away or cambodia whatsapp number require additional info to help the customer. It’s not okay, though, to cherry-pick and choose only those answers that suit your business goals. And while it may not cause a huge crisis (yet), it definitely damages brand reputation.
#2 KFC
You must know that it’s obviously normal for shops to sometimes run out of stock.
However, it was quite the opposite of normal, for some people, that KFC ran out of chicken. They had to shut down their restaurants in the UK for 10 days, causing people to cry, long for chicken even more, and the brand to suffer.
Of course, things didn’t quiet down for them on social media. But they turned this PR crisis into a win with a full-page Metro advertising campaign, presenting a FCK bucket with an explanation.