Social media for business is not about what your product is, it's about knowing what your customers want to hear from your brand, and listening to what they say about your name, allow you to...
- Gather data about your fans.
- Analyze customer feedback.
- Track any issue before it turn into crisis.
- Better crisis management.
But what if…..
What if you did all of that, and you faced a crisis like the one Burger King surprisingly faced on their Twitter account,
It all started when burger king Twitter account was hacked on Feb-18-2013, and it`s profile pic and the name was changed to McDonalds and McDonalds logo, tweeting Tweets to promote McDonalds from a burger king Account is considered a crisis indeed.
The case went Viral between fans and non ones, leaving everyone in wonder how this happened and predicting a nightmare for the social media team of Burger King.
With nothing else they can do Burger King made a statement about the Twitter hacking
All of this actually considered social media crisis for burger king, except that what happened after was unexpected.
As Burger King followers increased from 77K to 111K and 1000s of mentions, and for the first time Burger King was a trend on Twitter.
It turns out that most of the fans hated the hack, and felt empathy for the brand, and unlike any other social media crisis the social media team weren't fired.
Even McDonalds Tweeted about it
Actually Burger King social media team felt relief that they tweeted after they had the account back
Conclusion,
- Sometimes what you consider a crisis will show you the real color of your fans, who will support you and stand by you till the end.
- You should really choose some difficult Passwords for your social media account to avoid being in this situation.
good job #DMART
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