The whole “Kentucky Fried Liver” fiasco has got me wanting to remind you all of one very important, very crucial step that must be taken in the midst of a crisis: In the very early stages of a crisis, it is imperative that you evaluate and assess all pre-scheduled marketing messages, stopping and/or pausing as many (or […]
Starbucks’ Lesson: A Social Media Attack Can Arise When Least Expected
Starbucks found themselves in a little conundrum this week when they tweeted to their Argentina customers, apologizing for a temporary supply shortage, and therefore the temporary use of non-branded cups and sleeves – made in Argentina. Typically, this would have been a smart and well-received message from the coffee brand. However, there are exceptions to […]
How Powerful Can One Unhappy Customer Truly Be?
I had this question asked to me recently: “Honestly, how powerful can one unhappy customer – one voice – truly be?” This question was asked in a discussion regarding social media and the risk it imposes on companies and organizations. With all the real-life examples of the power that one voice can have in this […]
Take a Cue from Browns: How NOT to Respond to a Social Media Crisis
Yesterday afternoon, an online friend of mine, Richard Hall, brought a rising social media crisis to my attention: #BoycottBrowns. With tweets coming in by the minute, 82,000+ Facebook group members boycotting the bar, and people showing distaste and utter bewilderment across the social media board, Browns Independent Bar, in Coventry, England, was sure wishing they […]
Jay Townsend’s Non-Apology Dissected
On May 26th, Jay Townsend, chief political advisor and campaign spokesperson for Rep. Nan Hayworth, posted an unacceptable comment to a Facebook page where he said: “ […] Let’s hurl some acid at those female democratic Senators who won’t abide the mandates they want to impose on the private sector” Talk about an unacceptable comment […]
