Five Ways Brands Tackled Social Media Crises

5 WAYS

BRANDS

TACKLED

SOCIAL

MEDIA

CRISES

Heather Healy@heatherhealy

@stickyeyes

PREVENTION

PREPARATION

RESPONSE

RECOVERY

BRANDS

THAT

OWNED IT

1. RUFFLES

1. RUFFLES

1. RUFFLES

1. RUFFLES

5.7ft

4.1ft

1. RUFFLES

Source: SapientNitro

2. RED CROSS

2. RED CROSS

2. RED CROSS

2. RED CROSS

2. RED CROSS

2. RED CROSS

"We are an organization that

deals with life-changing

disasters and this wasn't one

of them”

THE BRAND

THAT GAVE IT

A GOOD GO

3. O2

3. O2

3. O2

1 EVERY 6 SECONDS

3. O2

3. O2

3. O2

3. O2“Oh @O2 have said

sorry. Nice. So when I

don’t pay my bill for

another month will a

sorry do? How about

arse-f**ing your

mothers you tw**s?””

BRANDS

THAT WENT

HOME

CRYING

4. APPLEBEES

4. APPLEBEES

4. APPLEBEES

“I will not be going to Applebee’s if this

is how they treat their employees”

“Applebee’s SUCKS!!!!!”

4. APPLEBEES“We wish this situation hadn’t

happened. Our Guests’ personal

information – including their meal

check is private, and neither

Applebee’s nor its franchisees have a

right to share this information

publically…”

4. APPLEBEES

4. APPLEBEES

…and the drama

continued

4. APPLEBEES

“I understand why you’re

upset, Manuel, I’m upset over

the situation too”

4. APPLEBEES

“No posts have been deleted”

4. APPLEBEES

“Applebees, just shut up”

5. EPICURIOUS

Source: epicurious.com

5. EPICURIOUS

5. EPICURIOUS

5. EPICURIOUS

5. EPICURIOUS

THERE’S NO SUCH

THING AS BAD

PUBLICITY

THE BEST BRANDSAre human. They’re open

about their flaws, recognise

them and embrace them.

The best crisis management

isn’t a robotic press release,

it’s human.

PREVENTION

PREPARATION

RESPONSE

RECOVERY

THANK YOU!

Heather Healy@heatherhealy

@stickyeyes

[email protected]

Claim your free copy of our Social

Engagement Report on Colour

Cosmetics here: www.stickyeyes.com