You often hear about Facebook and Twitter giving big companies the opportunity to engage personally with their customers; but it's hard to know what exactly that would look like without seeing examples.
That's why I was very happy to come across the following screenshots, all of which show interactions with Taco Bell's social media accounts. Two interesting things to note:
1) Whoever's manning the Taco Bell Twitter and FB accounts (and it could well be a whole staff of people), they have a definite sense of humor, in keeping with the younger demographic they're seeking: they're not taking themselves too seriously.
Moreover, there's genuine cleverness in their replies. It's not hard to imagine funny kids who can't yet break into writing for ad agencies or TV shows doing a stint in such a job first.
2) These examples also show Taco Bell has taken to hear the lessons of the Susan G. Komen/Planned Parenthood fiasco: you can't just ignore negative comments about you on social media, and must do what you can to neutralize them, as quickly as possible.
No comments:
Post a Comment