ReSoMe Blog

09
JAN
2014

Mistakes Were Made

Social media has changed crisis communications on every level and marketers need to take note.

ReSoMe Mistakes Were Made Social Media Mistakes by Amy Boughner

Reputation management is key when is comes to taking on social media.

When brands make bad decisions the damage can expand exponentially with one well-written post by a well-read blogger. It seems as though every week another brand is learning the hard lesson about what the new social world means for mistakes.

 

Reputation management is key when is comes to taking on social media.

Brands also have to be conscious that people are not just responding to what you’re doing on social, people are posting about you – customer service, products, prices, speed – It’s all fair game.

The most recent example of a bad product going viral comes from The Children’s Place, a clothing store for kids from baby to tween. Recently a mother was shopping for back to school clothes for her kids and happened upon a t-shirt at The Children’s Place which she promptly photographed and posted about.  More posts followed and soon the shirt – and mothers’ complaints about the message (that girls can’t do math) followed on all social media channels, including the store’s own Facebook page. The Children’s Place apologized and removed the shirt from shelves, but will have to wait and see if they acted quickly enough for consumers.

Parents protecting their little girls are a most vocal group when it comes to social media. Of course mothers are a huge percentage of social media users. If you’re in the business of attracting their attention and selling to them it’s important to take note of these types of situations and tread softly.

About the Author
Shawna Tregunna
Usually found with a cup of coffee in my hand, laptop on my lap, dog at my feet & jazz in the background. I have been lucky enough to discover that my passions for learning, technology and meeting amazing people can all be experienced and made better with social media. Discovering this means I will never work another day in my life, this is all fun now! Tweeting professionally as part of @ReSoMe (^ST) and socially as @ShawnaActually

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