What if people say nasty things about us on social media? (Just like @O2)

Mushroom Soufflé Blog

This is a question lots of business owners ask me when we are looking at integrating social media into their marketing strategy. Naturally we hope that our service or product will satisfy our customers all of the time but as O2 found out this week…that doesn’t always happen!

In case you have been living in a cave recently, O2 had serious network issues resulting in many customers unable to make calls, send texts or use data services. Yes I am an O2 customer and yes it has been a bit of a pain but certainly not to the point where I felt the urge to abuse them over Twitter.

However many irate people have, so how have they dealt with this? Personally I think they have managed the situation brilliantly. There has been professional help, advice and apologies to most and to those who were downright offensive, mainly humour.

This is what…

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