Offline Gaffes Gone Social, Another Edition
More brands are feeling the sting of consumers taking their complaints social. Former Guns N’ Roses guitarist Slash recently tweeted to complain about less-than-ideal conditions on a Delta flight. Posted from @Slash: “Left Serbia 8am, just arrived in LA, 10:30pm. Delays, broken toilets, u name it. Gotta love Delta.”
If hard rock music wasn’t your thing, you may not be familiar with Slash. But to those who grew up banging their heads in the late 80s and early 90s, he’s practically a god—one with a Twitter account 831,000+ strong. In addition, the tweet sparked online news stories with titles like “Delta Dumps on Slash…” and “Slash: I Survived the Crappiest Flight Ever.”
The second online reputation snag comes to us from vacation rental company Airbnb, who was forced to apologize after an owner found her property ransacked by a customer who’d rented her home through Airbnb. But it wasn’t just any property owner; it was a San Francisco blogger who took her to blog after the suspect allegedly walked off with valuables, including items hidden in her closet like her passport, credit card, and grandmother’s jewelry.
Of course, we can argue about why a property owner would keep valuables in a home being rented to a stranger, but this case is just one in a series of complaints against Airbnb renters. All of which led to the apology and additional damage control, which included doubling the company’s customer support team and launching a 24-hour support hotline.
Social media networks give consumers a megaphone with which to voice their displeasure. Brands who invest in enterprise-quality social media monitoring have access to the real-time intelligence that pinpoints potential online reputation problems.
That’s where the Social Strategy1 team comes in. We’ve got the tools. We’ve got the expertise. Find out what we will do for your brand—try our free demo.