The Supermarket
Social Media can add an extra layer of complication to a crisis situation.
Let us say a supermarket has been accused of having horsemeat in their beef burgers and is suffering a Social Media backlash. Which are the best immediate courses of actions in this situation? Select two answers.
- Withdraw sales of the product.
- Continue sales of the product until an investigation has taken place.
- Apologise.
- Ignore the fact since Social Media has no impact on businesses.
The best way to fight chaos is with clarity. Following the immediate actions, what else could the company do? Select three answers.
- Refund customers that purchased the product.
- Put the products back on sale and ignore customers.
- Investigate the matter.
- Use Social Media to keep customers informed of the investigations proceedings.
Correct!
It’s clear that a swift, honest, and measured response to any major issue via Social Media is always the best plan of action. Alongside this, it is important for brands to set up clear guidelines in relation to identifying and managing crises, determining who is responsible and for what, as well as how to manage approval processes and resourcing.
Not quite right...
Are the statements below true or false?
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It is OK to overlook new followers and community members.
True False -
By offering any kind of assistance and/or facilitating problem solving via Social Media you are adding value to your business.
True False -
The frequency and the quality of the content you produce is important to keep your audience invested.
True False -
To keep your brand at the top of people’s minds, it is mandatory to produce and publish as many posts as possible.
True False
Correct!
Remember that the frequency with which you should publish new content will depend on the type of business you run as well as your audience. So before inundating customers with information it is best to understand the type and amount of information your audience is after. Also, don’t forget that the level of attention given to new customers should be the same as the level of attention given to customers already familiar with your brand.
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