As the year draws to a close and we reflect on the year that
was, we thought it would be timely to revisit our top three social
media incidents over the past 12 months and the lessons learnt from
each of these experiences.
- Turn negative feedback into positive PR!
My personal favourite was Woolworth's response to a
disgruntled customer complaint over his "not-so-fresh"
avocados. The customer uploaded the following image on Facebook
attracting close to 35,000 likes and approximately 2,500
shares.
Woolworths' response (below) was quick, conversational and
witty:
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Woolworths' social media team successfully diverted
customers' attention away from the damaged goods and instead
focussed on their prompt resolution to the incident. Applauding
their efforts, other online users responded to the post in favour
of Woolworths by way of uploading memes.
