Internet Marketing

When Social Media Managers Go Rogue

  • Katy S Reply

    Groupon did something super similar to this a bit ago, though, theirs leaned more toward hilarity than informational. http://www.adweek.com/adfreak/groupon-posted-product-facebook-then-replied-everyone-who-made-sex-joke-163737

    03/18 at 03:41 PM (22411)
    • Loren Reply

      This is hilarious to me, and apparently the consumers all really enjoyed it too!

      03/18 at 04:10 PM (22414)
    • Aleks Reply

      Oh yea I saw this on my news feed a couple days ago and it made my day :) The social media managers must have had a great time at work.

      03/21 at 09:24 AM (22424)
  • Danielle Reply

    I used to live in Oakland and took BART every single day. It smells like urine. I'm glad they responded. It's important to get a dialogue going when something just isn't working.

    03/22 at 05:05 PM (22449)
  • Monica Reply

    As a food service and retail veteran, I have to feel some serious sympathy for anyone dealing with dissatisfied customers -- even if they are rightly complaining, it's hard and demoralizing to be representative of the company you work for. Seems like this guy needed a bit of a cathartic release for himself as well as the custies

    03/23 at 03:35 PM (22469)
    • Kelsey Reply

      I completely agree! It is so refreshing to see a company that allows honest communication with dissatisfied customers, acknowledging the fact that customers aren't always right. This helps open communication between everyone, and gives the poor employee the ability to stand up for himself and their company! I think more companies should be doing that, it could potentially limit the rise of entitled customers into a more understanding experience all around.

      03/25 at 10:44 AM (22501)
    • Megan Reply

      Yes, Monica! If only all customers understood (I like to believe that a majority are not waiting to yell at you for something, but the ones who are angry stand out the most).

      03/25 at 01:12 PM (22506)
  • Josh B. Reply

    This is good to see. I think that more companies should start responding this way, as it shows a willingness to be up-front and honest about different topics.

    03/24 at 10:12 AM (22476)
  • Bill F Reply

    This goes so much farther than the usual platitudes and form letters... humanizing the brand isn't a bad thing, even if there are a few flaws!

    03/25 at 09:45 AM (22495)
  • Sean F Reply

    I think this does a company's image some good, even if it's negative issues they're addressing. It gives them a sense of personality and not just a generic response team.

    03/25 at 01:28 PM (22511)