Case Studies

Case Studies of Social Media - and Why It Is Important to Know What Is Being Said About You

Everyone makes mistakes, but it’s not very often that those mistakes are seen by millions of people, incite user revolts, or create multi-million dollar lawsuits. In the world of social media, bad news travels fast and bad things happen at lightening speed.

With that in mind, the following are some of the more recent notable blunders in social media, as well as lessons to take away from each event. These are examples of why it is important to continuously monitor, evaluate and be pro-active in Social Media Intelligence.

Case 1

An Airline messes with a customer that has tremendous influence with the Social Media and is not prepared for the ramifications. Pain was swift and immediate and a solid lesson learned - the customer has the power today and we all need to respect that for companies to succeed going forward.

Case 2

A well known drug company creates an advertising campaign that offends some of the most vigilant consumers on the planet - Mothers who think they were disrespected. Solving this quickly could have saved money, time and brand.

Case 3

A consumer brand ignores the Social Media at their peril and both sides escalate. In the end, the consumers will always win, but in the making, serious pain caused to market capitalization and reputation.

Case 4

A Social Media company itself learns that customers cannot be dictated to anymore - there needs to be a 2 way communication and that is facilitated by the Social Media.