Archive | October, 2011

How Chapstick responded to criticism on Facebook

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


  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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