In this blog, I have written about how important social media is and examples of how companies have been publicly embarrassed by some of their actions (Pepsico, United,  and BP)

Here’s a slide presentation I found on a Social Media Influence Website, that chronicles  the history of 37 of these mistakes since 2004, a brief of what was wrong and the impact to the company, some in the millions of dollars .  As more and more companies engage in social media, the number of gaffs has also increased.

There are some key messages:

1. Take social media seriously.

2. If you are not engaged, get engaged. Get trained, assign resources.

3. Take care what you do because it can backfire.

Here is a snap shot of the companies, over time, represented in the slide presentation

Some companies will avoid Social Media due to these mistakes but that would be the wrong way to deal with it.

The best way is to learn from the mistakes of others, work with those who have experience in public relations and reputation management  and most important, be genuine with your customers.

What is your opinion. Leave your comments below.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

2 Responses to “37 Customer Satisfaction gaffs highlighted by Social Media”

  1. Womens Shoe Tips Says:

    Great blog and interesting content, thanks for share!

  2. Shanelle Saggione Says:

    these really were wonderful

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