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ECT News Community   »   CRM Buyer Talkback   »   Re: Mea Culpa: Social Media Apology Do's and Don'ts

Re: Mea Culpa: Social Media Apology Do's and Don'ts
Posted by: Vivian Wagner 2014-10-23 00:34:45
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When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million apologies. Did not read what the hashtag was about before posting." The furor around DiGiorno's gaffe and the company's extensive blast of apologies demonstrate how vital it is to hone one's ability to use social media to apologize for mistakes.

Re: Mea Culpa: Social Media Apology Do's and Don'ts
Posted by: jarone 2014-10-24 08:51:33 In reply to: Vivian Wagner
Thanks for including me in the piece. Great piece Vivian!

Re: Mea Culpa: Social Media Apology Do's and Don'ts
Posted by: mikethefritz 2014-10-23 00:45:43 In reply to: Vivian Wagner
good advice. Our company prides itself on good customer service and engagement. Reading your article gives us the feeling that we are on the right track and to continue. We have a couple of naysayers in our company that feel we spend a little too much time communicating with our customers. We feel they donít understand the importance of sincere customer service. We feel our little debate about it is like a small skirmish between the Window peeps of our company vs. the Apple peeps of our comapny. can u guess which side is in favor of more quality customer service ; )
Jump to:
Are you willing to pay a subscription fee to Twitter?
Yes - Twitter is an important tool for my organization. Paying for a subscription is an easy business decision for us.
Yes - I use the platform frequently and want access to every available feature.
Possibly - It depends on which features will be offered and what those will cost.
No - I will only use Twitter for services that are available free of charge.
No - I don't use Twitter for free, so I'd never consider a paid subscription.