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| Date post: | 27-Jun-2015 |
| Category: |
Business |
| Upload: | marla-erwin |
| View: | 831 times |
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A long-term erosion of trust among a significant group
of customers or fans ...
… due to the misuse or the failure to use
the power of social media
True Confession
“A hazard of social media is that people will read
what you write.”
The Lesson:You are not in a vacuum
Laugh Riot
1. Gaffe2. Outrage3. Apology4. Parody5. Humor6. Indifference7. Repeat
Photo by mikest on Flickr
“Your error will be multiplied in its impact by the trail of
online wreckage it creates…”
The Lesson:Err on the side
of caution
#amazonfail
“Amazon Rank”
“In consideration of our entire customer base, we exclude ‘adult’ material from appearing in some searches & best seller lists.”
“That night, they were not divided.”
57,310
It was “a glitch…”
“Amazon Rank”
FAILFAIL
FAIL
FAILFAILFAILFAIL
FAIL
“This is an embarassing and ham-fisted cataloging error from a company that prides itself on offering a complete selection.”
#amazonfail
The Lesson:Be vigilant,
respond swiftly
United Breaks Guitars
$3500 Taylor 710
$1200.00
10,000,000
$1200.00
?
“Fight social media firewith social media water.”
Ramon DeLeon
The Lesson:Update your
tactics
Re-United
The Lesson:Context matters
Not-so-silentBob
The Lesson:If you apologize,
mean it
Pepsi Amps it Up
The Lesson:Don’t be crass
Motrin Moms
The Lesson:Mocking your
customers = bad
FloggingAcross America
“We believe in honesty and transparency at all times: Honesty of relationship, opinion and identity … ”
“yo where all u hatas com from… juz cuz you aint feelin the flow of PSP dun mean its sum mad faek website or summ… youall be trippin.”
The Lesson:Be transparent
Dammit,Janet
The Lesson:Have trustedstaff in place
1. Gaffe2. Outrage3. Apology4. Parody5. Humor6. Indifference7. Repeat
The CatDeserved It
“The Streisand Effect”
The Lesson:Sometimes, youare the problem
The Lessons
Think.Be nimble.
Show respect.
delicious.com/marlaerwin/fail
