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When social media goes wrong for companies...
August 29, 2017
We love social media and we hate social media in equal measure. It has the power to give so much joy, to connect strangers, brings friends and families closer and change lives, change countries... but if you’re not careful, it can cause you problems!
Companies who take that tentative step out into the online world can come up very short if they don’t think through their strategies and their motives. But it’s not just commercial social media decisions that can go awry for your business. Your employees can drop you in the quagmire just as easily.
Here are a couple of warning examples so you can avoid problems.
Tesco customer care-less
This one is down to just bad timing rather than a monumental miscalculation by an employee. On any other day, the tweet would be completely innocuous and wouldn’t have raised an eyebrow. However, on the day this tweet was posted the UK was rocked by a scandal involving horse meat in packaged food!
Don’t offer unwanted advice!
When a disgruntled customer vented frustration at being late for work because of a late train, the London Overground twitter account provided some “helpful” advice for the weary traveller, suggesting that they should leave earlier!
Needless to say, the customer was not too happy and neither were a lot of other Twitter users as this response demonstrates...
Transport for London later apologised!
The take-away lesson from all of this is beware of the tweet that can backfire, check your scheduled updates regularly and don’t annoy people, especially customers!