Vorige week was er de rel met de Hema die een duidelijk vervolg kreeg op Facebook. Social media kan fantastisch zijn, behalve als het fout gaat… Maria Erwin van Whole Foods Market somt 6 manieren op om dergelijke rampen te voorkomen:

• Fight social media fire with social media water. Be it Facebook, Twitter or another network, always make sure you are in the same medium as your customers.
• Context matters. If you are responding to a tweet, make sure you aren’t responding to the final of a series of tweets, as you could end up looking foolish.
• Apologies matter. If you are going to apologize to your customers, you’d better mean it.
• Don’t bite the hand that feed you. Don’t mock or belittle your customers. It’s a bad move.
• It matters who steers the ship. It pays to trust your staff, but make sure the person running your social media front has the sensibility and the training that you can rely on.
• Avoid “The Streisand Effect.” Sometimes, you are the problem. By trying to cover up or mend mistakes,  you may be perpetuating them. Focus efforts on shutting down, not causing, the media hype.

(bron)