Five Ways Brands Tackled Social Media Crises
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5 WAYS BRANDS TACKLED SOCIAL MEDIA CRISES Heather Healy @heatherhealy @stickyeyes
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Transcript of Five Ways Brands Tackled Social Media Crises
5 WAYS
BRANDS
TACKLED
SOCIAL
MEDIA
CRISES
Heather Healy@heatherhealy
@stickyeyes
PREVENTION
PREPARATION
RESPONSE
RECOVERY
BRANDS
THAT
OWNED IT
1. RUFFLES
1. RUFFLES
1. RUFFLES
1. RUFFLES
5.7ft
4.1ft
1. RUFFLES
Source: SapientNitro
2. RED CROSS
2. RED CROSS
2. RED CROSS
2. RED CROSS
2. RED CROSS
2. RED CROSS
"We are an organization that
deals with life-changing
disasters and this wasn't one
of them”
THE BRAND
THAT GAVE IT
A GOOD GO
3. O2
3. O2
3. O2
1 EVERY 6 SECONDS
3. O2
3. O2
3. O2
3. O2“Oh @O2 have said
sorry. Nice. So when I
don’t pay my bill for
another month will a
sorry do? How about
arse-f**ing your
mothers you tw**s?””
BRANDS
THAT WENT
HOME
CRYING
4. APPLEBEES
4. APPLEBEES
4. APPLEBEES
“I will not be going to Applebee’s if this
is how they treat their employees”
“Applebee’s SUCKS!!!!!”
4. APPLEBEES“We wish this situation hadn’t
happened. Our Guests’ personal
information – including their meal
check is private, and neither
Applebee’s nor its franchisees have a
right to share this information
publically…”
4. APPLEBEES
4. APPLEBEES
…and the drama
continued
4. APPLEBEES
“I understand why you’re
upset, Manuel, I’m upset over
the situation too”
4. APPLEBEES
“No posts have been deleted”
4. APPLEBEES
“Applebees, just shut up”
5. EPICURIOUS
Source: epicurious.com
5. EPICURIOUS
5. EPICURIOUS
5. EPICURIOUS
5. EPICURIOUS
THERE’S NO SUCH
THING AS BAD
PUBLICITY
THE BEST BRANDSAre human. They’re open
about their flaws, recognise
them and embrace them.
The best crisis management
isn’t a robotic press release,
it’s human.
PREVENTION
PREPARATION
RESPONSE
RECOVERY
THANK YOU!
Heather Healy@heatherhealy
@stickyeyes
Claim your free copy of our Social
Engagement Report on Colour
Cosmetics here: www.stickyeyes.com
