Archive | October, 2011

How Chapstick responded to criticism on Facebook

http://www.facebook.com/pages/Butt-seriously-Chapstick/209382635798407

Oh dear. I’ll bet that in the scale of things, innocuous (though popular) consumer brand Chapstick didn’t expect to find itself in the centre of a social media firestorm this week. I mean, it’s Chapstick, right? A useful, trustworthy, dependable, brand. What could it possibly do to upset people? Well, it could put a picture […]

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Brands in social media: don’t create a crisis by ignoring trouble

Source: http://25.media.tumblr.com/tumblr_lcvdrw8VM61qbpky8o1_500.jpg

  A customer comes into your flagship store, walks up to a member of staff and says that they’re having a problem with their latest purchase. It’s faulty and they want a refund. Does the employee: a.    Acknowledge that they are unhappy with the product, apologise, and help solve the problem b.    Pretend they didn’t […]

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