I went to heat up a Red Baron 4-Meat Pizza a couple of Saturdays ago.
To make a long story short, there was glass in my mouth from the pizza. I couldn’t get a hold of anyone. The 800 number was only answered during the week, their Facebook page had no way to message them, and they let me tweet for four days before I ever heard from them. I wasn’t about to ‘Like’ them on Facebook in order to complain.
Finally their social media team who had monitored for the company name noticed I was complaining. Their approach was basically, “Hey! Heard your tweet! What’s up!”
Yes, they did give me another shout out to let me know they contacted the company.
Was that a good strategy for them? Did it matter that they had a social media presence?
Not one single bit. [Read more…] about Talk is Cheap – An Example of Poor Social Media Strategy