What Your Credit Union Can Learn From Anthropologie’s Social Media Faux Pas
Retailer Anthropologie came under fire earlier this week for selling a candlestick that many deemed offensive. Several blogs and websites called for them to remove the candlestick from their site, and they did. However, their response when it came to addressing the issue on social media left a lot to be desired.
Their Facebook page was flooded with comments from customers, upset about the product. But instead of responding individually to each post, they simply copied and pasted the same response to over 20 comments.
When your credit union is taking heat on social media, there is a right way and a wrong way to handle it. Here are three ways that Anthropolgie could have handled this situation better.
- Respond sincerely. People want to know that they are being heard. Take the time to craft a response and post it as a status or tweet. Then respond to each comment with your apologies and direct them to that status. Anthropologie’s method of copy and pasting a the same response to over twenty commenters only served to futher upset their fanbase.