Category Archives: Social Marketing Blunders

Brands Blowing It on Twitter

This blog is devoted to when companies use social media to its benefit to boost presence and brand appeal.  Conversely, we like to show when brands are using digital to its detriment to provide a teachable moment on what not to do with your brand.  We do understand in that in a 24/7 viral world where everyone is using social media there is a push to post frequently.  But sometimes it is best to take a pause as a social media marketing strategist and ask if your post is really pushing forward a positive message for your brand.  If it’s just tweeting for the sake of it, take a rest and wait for some better inspiration to come along.

In the realm of brands posting unnecessary and cringeworthy tweets, we found an article last week on Digiday that highlighted some major social media faux pas from major brands that likely have dedicated social media teams.  How and why these brands thought the following posts were funny or comical is beyond comprehension:

1) @Charmin provides an unattractive visual with the following tweet of “#thatawkwardmoment when you may have to deem the seat a biohazard. #tweetfromtheseat.”

2) @Walgreens provides an unnecessary use of social media with the following tweet of “Good Morning!”  Imagine if every brand did this with “good morning,” “good evening” or “have a great day?”  The simple credo of “if you don’t have anything interesting to say, don’t say anything” applies here.

3) Tums showing a picture of a tomato, basil and mozzarella dish with the following tweet of “How hard is it to make a yummy salad…”  A bottle of Tums’ Freshers is displayed in the lower right hand corner with the bubble quote of “It’s so capr-easy!”  No pun intended here, but this is cheesy at best.

You can see the five other examples of brands using social media in a ridiculous fashion by clicking on the Digiday article here.

Until tomorrow, have a great day! :)

 

 

 

Kitchen Nightmares Turns Into Social Media Nightmare for Amy’s Baking Company

Now infamous for being the first restauranteurs “fired” by Kitchen Nightmares’ star Gordon Ramsey on last Friday’s episode for being unable to work with Amy and Samy Bouzaglo, the owners of Amy’s Baking Company are currently embroiled in a social media nightmare where the owners are claiming their Facebook page has been hacked.

Last week’s episode ended with Ramsey walking away from the restaurant owners  and claiming he was unable to work with the Bouzaglos because they do not listen to criticism.  The owners of Amy’s Baking Company admitted to firing 100 employees and were alleged to have stolen tip money.  Since then, the couple reportedly took to social media to respond to critics.  Instead of replying in a calm and collected fashion, the person who posted on Amy’s Facebook page responded to critics in an increasingly bizarre and somewhat abusive fashion, callling detractors “trash”, “pathetic” and that “G-d was on their (Amy and Samy’s) side with Samy calling his wife “a jewel in the desert.”

In an interesting twist, Amy’s owners are now claiming their social media sites were hacked with the following post on Facebook: “Obviously our Facebook, YELP, Twitter and Website have been hacked. We are working with the local authorities as well as the FBI computer crimes unit to ensure this does not happen again. We did not post those horrible things. Thank You Amy &Samy.”  This may be possible.  Highly doubtful, but you never know.  Remember that Anthony Weiner claimed his Twitter account was hacked before fessing up that he did, in fact, send pictures of his crotch to a follower on social media.

Amy’s needs to rebuild its brand by apologizing to its customers for letting this debacle deflect from the real business of serving quality food to the public.  They need to thank the customers that have stuck by them and the 50,000 plus Facebook fans that like them.  Then they need to get off social media and not allow themselves to be baited by those who expect to see them explode.  If they can’t do this, once the foot traffic of customers that will come into the restaurant to witness the madness subsides, the restaurant will be long for this world.

Our advice would be to make the big, public mea culpa and zip it.  If budget permits, bringing in a dedicated and experienced public relations person to rebuild the brand would be a good move, too.  So long as they don’t fire that person.

Did McDonald’s Make A Social Media Faux Pas Concerning Charles Ramsey’s Role in Freeing Three Captive Cleveland Women?

Yesterday we wrote about JCPenney’s digital apology to consumers for, among other things, straying away from its long-held business practice of customers using coupons to a model of very low prices at all times.  Perhaps McDonald’s should be considering a digital apology for what was an opportunistic and exploitative move of jumping in on the story of Charles Ramsey’s rescue of abducted Amanda Berry in Cleveland.

Ramsey told reporters and 911 that he had just returned on his bicycle from McDonald’s when he heard a woman screaming next door.  He approached the house with his “half-eaten Big Mac” when Berry told him she was trapped with her baby and not allowed out by Ariel Castro.  He kicked in the bottom of the door and she crawled out of it baby in tow.  Police responded following a 911 call and three women, Amanda Berry, Michelle Knight and Georgina DeJesus, were all rescued after 10 years in captivity.

It was a short while before McDonald’s jumped in on the social media bandwagon with the following tweet: “We salute the courage of Ohio kidnap victims & respect their privacy. Way to go Charles Ramsey — we’ll be in touch.”  The company and a local franchise then attempted to reach out to Ramsey.

While Ramsey is a hero and should be applauded for his bravery and courage, McDonald’s could have reached out to him in a more low key manner.  To McDonald’s defense, they did tell reporters that they heard from an overwhelming amount of people on Twitter to do something for the man.

A commentary in yesterday’s Los Angeles Times called McDonald’s move a “shameless move on McDonald’s part to grab a piece of the publicity surrounding this incredible and heartbreaking story. McDonald’s played no role in the rescue other than being the low-cost, high-calorie food that Ramsey happened to be eating at the time of the occurrence.”  The LA Times article further states that the company could have been more “discreet” in reaching out to Ramsey.

We reported several weeks back about social media “specialists” at the Epicurious website that tweeted the following the morning after the Boston bombings: “In honor of Boston and New England may we suggest: whole-grain cranberry scones!”  They also tweeted: “Boston our hearts are with you.  Here’s a bowl of breakfast energy we could all use to start today.”

While McDonald’s tweet is not as noxious as Epicurious’ double social media faux pas, it does seem, for a lack of a better word, predatory.  Reach out to Ramsey privately.  Or if you find it necessary to promote this news event just a little, reach out to a local Cleveland news camera crew to capture video of the local franchisee honoring Ramsey.  To tweet a “shout out” to Ramsey to your 1.2 followers of @McDonald’s is overtly and offensively self-promoting.

Ramsey, rather than McDonald’s, deserves media attention and will likely get an overwhelming amount of it.  The Huffington Post has already written an article titled “Charles Ramsey Future: What Lies Ahead for the Hero Turned Internet Sensation.” He has been called a “casual hero and spontaneous satirist” by Russell Brand on Twitter.  The guy is just hilarious.

McDonald’s, on the other hand, should take note not to do this in the future.

The Boston Marathon and Breakfast Tweets Social Media Debacle

A large portion of our posts report on brands that use social media to its advantage to promote products and connect positively with its consumer base.  We’d be remiss, however, if we didn’t report on what should be a teachable moment for all that use digital media to promote their brand and services: the Boston Marathon and breakfast tweets social media debacle.

In what would seem like an utter failure in Social Media 101, Epicurious posted the following tweets to its approximately 386,000 strong follower base the morning following the last week’s tragedy in Boston:

We must acknowledge that Epicurious did post a tweet the day of the Marathon tragedy indicating their thoughts were with everyone in Boston.  Why the next day they posted the above tweets is beyond comprehension.  Twitter users reportedly complained about the breakfast and Boston related remarks.  Epicurious, a Conde Nast owned food website, responded to individuals with a cut-and-paste answer of “we truly regret that our earlier food tweets seemed insensitive.  Our hearts and prayers are with the people of Boston,” according to Mashable.

Both breakfast and Boston related remarks as well as individual responses to Twitter followers have been deleted.  The only tweet that still remains on the Epicurious Twitter feed from April 16 regarding the debacle is “our food tweets this morning were, frankly, insensitive.  Our deepest, sincere apologies.”

It should go without saying that a social media strategist should not use a tragedy to promote its product.  It’s not good business and it just seems boorish and devoid of etiquette.  In the Epicurious case, it would have been fine to have made the Twitter remark of regarding solidarity with Bostonians on the 15th with a tweet the next morning regarding scones without any mention of the previous day’s tragedy.  Putting both together was a recipe for digital disaster.

Mistakes, however, do happen.  The people that work with these digital platforms are fallible.  Epicurious should make one more mea culpa, a sizeable donation to charity in memory of lives lost at the Marathon and put this chapter in its social media history on the proverbial shelf.

Yahoo’s CEO Mocked in Twitter Parody About Recent Internal Corporate Decisions

There has been much ado in traditional and digital media recently about new Yahoo! CEO Marissa Mayer’s decision last week to end all telecommuting for employees by this June.  As of this writing, a Google search of the words “Marissa Mayer telecommuting” yielded 19,400 results in less than one second.

Never one to hold back what he is thinking, Virgin CEO Sir Richard Branson has spoken publicly of his disapproval of Mayer’s decision as “perplexing” and “a step back” for a company like Yahoo!, according to an article on UPI.com.  Donald Trump, on the other hand, praised Mayer’s edict on no more telecommuting as “right” on Twitter and that “she is doing a great job,” as reported in an Los Angeles Times piece.

The Yahoo! brand’s leader is now being subject to mockery in social media, according to an article on Mashable.  A mock account on Twitter titled Yahoo!HR has put out at least nine faux edicts from the company since yesterday including “Pregnant? Starting in May, we are rolling out the Maternity Stay initiative. Doctors will be onsite to deliver babies at your desk 24/7″ and “Beginning on Friday, we’re asking all employees to refer to our CEO, Marissa Mayer, as “Your Grace.”

It is unknown who the quite clever writer is behind this account, but it makes this blogger wonder that in this climate where every controversial move of a public figure is reported on in social media, does one have to think of a brand’s image when addressing important in-house corporate decisions?  There is a saying that there is no such thing as bad publicity, but digital mockery of a company’s internal policies can impact a brand’s public persona all when brands are using social media in the first place to promote a corporation’s products and image.

Bottom line: the internet and social media can be a great advertising tool for your brand so long as your brand is positively viewed in the press.  If not, the viral results can be devastating for corporate image.

Security For Brands on Social Media: Is it the Platform’s Responsibility to Provide Better Protection for Brands?

Burger King’s Twitter account was hacked over the President’s Day weekend and those involved switched BK’s logo for McDonald’s and posted false announcements including that the company who tells you to “have it your way” was sold to the Golden Arches.  Chrysler’s Jeep brand’s Twitter account was similarly hacked six days ago in that Cadillac’s logo replaced Jeep’s and erroneous information spread that Jeep was sold to Cadillac.  Moreover, a picture was posted online of a sedan painted with McDonald’s logos and colors, according to an article on Forbes.

In addition to the public relations crisis with Jeep, Chrysler also was subject to a second hacking incident where someone posted a four second video on Chrysler’s “Under the Pentastar” YouTube channel where an image of a Dodge Viper was superimposed onto video footage of the meteor that recently exploded in Russia, according to the same Forbes piece.  Other brands Twitter accounts including Donald Trump, NBC News and the controversial Westboro Baptist Church have fallen prey to similar hacking experiences.

All of these social media blunders makes one wonder who is manning the social media reins when it comes to big brands and their digital advertising platforms.  An informative article in today’s New York Times discusses the issue of security and social media platforms such as Twitter, where a company just as an individual can set up an account for free using a sole user name and password, but access more sophisticated, paid advertising tools.

Twitter earned $288.3 million in advertising revenues alone representing a whopping 90 percent of the company’s revenue, according to the NYT piece.  One would posit that shoring up security for brands would be the number one priority for the company that forced us to make comments in 140 characters or less.

In Twitter’s defense, the company has claimed that it has “manual and automatic controls in place to identify malicious content and fake accounts, but acknowledged that the practice was more art than science,” wrote the author of the NYT piece.  Moreover, Twitter asserted that it sued those responsible for the five most used spamming tools on the site.  That said, social media management companies such as Vancouver-based HootSuite that provide security for brands calls this latest spate of hacking a “huge liability” for big brands, although it can be a financial boon for the corporations that do sell social media security. Twitter did just add a protect that allows advertisers to create and manage ads through third party social media management companies including HootSuite and others.

The bottom line for these social media platforms is that if security isn’t significantly beefed up, and fast, you seriously risk losing profits and your bottom line.  And we wouldn’t be surprised if as this piece is posted, many a bored hacker is trying to figure out which major brand can be coopted and corrupted next.

Lessons Learned from a Recent Applebee’s Scandal Involving Social Media

A digital train wreck occurred when a now fired server at a St. Louis Applebee’s last week posted on social media a customer receipt with a legible signature on it in violation of stated corporate policy.  Patron Alois Bell, a pastor by profession, left a zero tip for a server with a comment on the receipt of “I give God 10 percent, why should I give you 18?” after being charged a mandatory 18 percent gratuity for parties of six or more.  Bell crossed out the 18 percent tip and left no extra money in the additional tip blank space provided.

Finding Bell’s actions insulting, yet comical, a fellow Applebee’s server, Chelsea Welch, posted the receipt onto Reddit.  It quickly went viral.

Applebee’s looked to share its side of the story on its Facebook page. “We wish this situation hadn’t happened,” the post began.  Negative responses came in fast and furious, to the tune of thousands in an hour.  Applebee’s claimed it couldn’t keep up personally answering each post that came in so it decided to “hide the contentious comment thread on their Facebook page, and replaced it with a status update containing the corporate statement,” according to an article earlier today on the NBC News website.  Applebee’s Dan Smith maintained the company did not delete any comments or block any posts and that all comment threads reappeared when the post was restored.

Social media experts claim that companies must have a concrete, internal plan in place to handle such problems as they arise.  Answering negative posts in a positive way shows customers that you are listening and care-possibly creating a more loyal customer in the process, said William Ward, social media professor at Syracuse University, to NBC.  Conversely, sometimes the best response in a negative social media event for your brand is to not respond if “a conversation has turned so angry and negative that any response will just fan the flames,” said Travis Mayfield, digital social strategy director for Fisher Interactive Network, to NBC.

Pastor Bell reportedly dined with five other adults and several children, and claims she left a $6 tip in cash on a $34.93 bill.  She called her comment on the receipt a lapse in judgment and feels badly for Welch losing her job.

Who knows when the controversy will eventually be put to rest?  There is an online petition to get Welch her job back while others are calling for an Applebee’s boycott.

Yet a possible way to rectify this social media snafu and reach those whose hearts are won through their stomachs could be by issuing a coupon for a free appetizer, cocktail or dessert.  That simple act might wipe out any harsh feelings this blogger might have following this event.

http://www.nydailynews.com/news/national/applebee-server-fired-posting-receipt-disgruntled-customer-reddit-article-1.1252627

The “Leak” of Kate Upton in the Super Bowl 2013 Mercedes-Benz Ad

There is an old saying that there is no such thing as bad press.  But in the case of Mercedes-Benz’ debut of their new 2014 CLA-Class vehicle, the jury’s still out on whether the German automaker’s self-imposed “leak” of a version of the ad set for airing as a Super Bowl commercial was wise because of all of the backlash about the piece.

Shown below, the 90-second video on YouTube entitled Kate Upton Washes the All-New Mercedes-Benz CLA in Slow Motion shows the model wearing Daisy Dukes and a tank top with a black lacy bra peeking through the sides.  Upton seductively blows bubbles-all while set to music that could possibly be heard at a burlesque show.  But wait, what does this have to do with anything regarding a car commercial?  Well it’s because Upton is letting football players do the dirty work and wash the automobile.

“You missed a spot,” said Upton in her only line in the piece.

The Parents Television Council reportedly slammed the piece as selling sexual objectification, not cars.  There are articles all over the web asking whether the Mercedes ad is really too sexy and racy for broadcast.  We here are certainly not  making our opinions known on whether this piece was “too much”, but time will indeed tell whether this brand’s use of social media to capitalize on the Super Bowl Sunday ad was an epic fail or full-on hit.

Nestle’s Social Media Command and Control Center

An interesting and in-depth article comes from yesterday’s Jakarta Globe where it discusses Nestle’s Digital Acceleration Team, a group of people stationed in Switzerland that monitor real time conversations about their product lines across the world.  One purpose of the year-old DAT is to minimize damage from online criticisms.  The company has doubled spending on social media in the last couple of years.

Of particular concern now to the $200 billion food and beverage company that owns a $7 billion bottled water per annum business including Poland Spring, Perrier and San Pellegrino is the criticism it is receiving “that bottled water makers damage the environment when they extract the water, waste resources on bottles and shipping, and take what should be a common good,” according to the piece.  Nestle has received lambasting in previous years for selling baby formula in developing countries  For example, yesterday’s article garnered criticism from a reader named PakMB stating “sorry Nestle, I cannot forget the baby formula, I avoid bottle water if I can, and nescafe is just so horrible. How can anyone drink it? I always try to avoid Nestle products.”

Nestle is not the only bottled water company taking flak for its business.  Other bottled H20 companies including Coca-Cola are taking a hit as well for its alleged practices.  To read more of this fascinating article, click on the link above.

http://www.reuters.com/article/2012/10/26/us-nestle-online-water-idUSBRE89P07S20121026

 

Chick-fil-A Doing Better in Third Quarter of 2012 From Last Year Despite Public Relations Controversy

Despite Chick-fil-A’s President Dan Cathy’s comments to a religious publication that his company was “guilty as charged” in supporting the biblical definition of the family unit and the backlash that ensued from the controversy in traditional and social media outlets, consumer use at the Atlanta-based restaurant chain nationwide nevertheless are up 2.2 percent in the third quarter of 2012 from just one year earlier, according to an article in yesterday’s USA Today.

Research company Sandelman and Associates took a survey of 30,000 fast-food goers in markets where Chick-fil-A has a presence.  Its customer base increased in 28 of 35 media markets and total advertising awareness jumped by 6.5 percent.