SlideShare ist ein Scribd-Unternehmen logo
1 von 41
Downloaden Sie, um offline zu lesen
5 WAYS
BRANDS
TACKLED
SOCIAL
MEDIA
CRISES
Heather Healy
@heatherhealy
@stickyeyes
PREVENTION
PREPARATION
RESPONSE
RECOVERY
BRANDS
THAT
OWNED IT
1. RUFFLES
1. RUFFLES
1. RUFFLES
1. RUFFLES
5.7ft
4.1ft
1. RUFFLES
Source: SapientNitro
2. RED CROSS
2. RED CROSS
2. RED CROSS
2. RED CROSS
2. RED CROSS
2. RED CROSS
"We are an organization that
deals with life-changing
disasters and this wasn't one
of them”
THE BRAND
THAT GAVE IT
A GOOD GO
3. O2
3. O2
3. O2
1 EVERY 6 SECONDS
3. O2
3. O2
3. O2
3. O2
“Oh @O2 have said
sorry. Nice. So when I
don’t pay my bill for
another month will a
sorry do? How about
arse-f**ing your
mothers you tw**s?””
BRANDS
THAT WENT
HOME
CRYING
4. APPLEBEES
4. APPLEBEES
4. APPLEBEES
“I will not be going to Applebee’s if this
is how they treat their employees”
“Applebee’s SUCKS!!!!!”
4. APPLEBEES
“We wish this situation hadn’t
happened. Our Guests’ personal
information – including their meal
check is private, and neither
Applebee’s nor its franchisees have a
right to share this information
publically…”
4. APPLEBEES
4. APPLEBEES
…and the drama
continued
4. APPLEBEES
“I understand why you’re
upset, Manuel, I’m upset over
the situation too”
4. APPLEBEES
“No posts have been deleted”
4. APPLEBEES
“Applebees, just shut up”
5. EPICURIOUS
Source: epicurious.com
5. EPICURIOUS
5. EPICURIOUS
5. EPICURIOUS
5. EPICURIOUS
THERE’S NO SUCH
THING AS BAD
PUBLICITY
THE BEST BRANDS
Are human. They’re open
about their flaws, recognise
them and embrace them.
The best crisis management
isn’t a robotic press release,
it’s human.
PREVENTION
PREPARATION
RESPONSE
RECOVERY
THANK YOU!
Heather Healy
@heatherhealy
@stickyeyes
heather@stickyeyes.com
Claim your free copy of our Social
Engagement Report on Colour
Cosmetics here: www.stickyeyes.com

Weitere ähnliche Inhalte

Mehr von Stickyeyes

Mehr von Stickyeyes (20)

SEO Migration 101, not 404 | BrightonSEO 2021
SEO Migration 101, not 404 | BrightonSEO 2021SEO Migration 101, not 404 | BrightonSEO 2021
SEO Migration 101, not 404 | BrightonSEO 2021
 
20 short talks by 20 content and PR experts – Stickyeyes - Leeds Digital Fest...
20 short talks by 20 content and PR experts – Stickyeyes - Leeds Digital Fest...20 short talks by 20 content and PR experts – Stickyeyes - Leeds Digital Fest...
20 short talks by 20 content and PR experts – Stickyeyes - Leeds Digital Fest...
 
Rise of the Robots: How well can machines measure UX? | Search Leeds 2019 | A...
Rise of the Robots: How well can machines measure UX? | Search Leeds 2019 | A...Rise of the Robots: How well can machines measure UX? | Search Leeds 2019 | A...
Rise of the Robots: How well can machines measure UX? | Search Leeds 2019 | A...
 
One Search – combining your organic and paid strategies for greater effect | ...
One Search – combining your organic and paid strategies for greater effect | ...One Search – combining your organic and paid strategies for greater effect | ...
One Search – combining your organic and paid strategies for greater effect | ...
 
Slides from Stickyeyes 40x40 design event. Leeds Digital Festival 2019.
Slides from Stickyeyes 40x40 design event. Leeds Digital Festival 2019.Slides from Stickyeyes 40x40 design event. Leeds Digital Festival 2019.
Slides from Stickyeyes 40x40 design event. Leeds Digital Festival 2019.
 
How e-commerce brands can survive Google’s E-A-T | Jack Nottidge, SEO Lead, S...
How e-commerce brands can survive Google’s E-A-T | Jack Nottidge, SEO Lead, S...How e-commerce brands can survive Google’s E-A-T | Jack Nottidge, SEO Lead, S...
How e-commerce brands can survive Google’s E-A-T | Jack Nottidge, SEO Lead, S...
 
Why audience emotions matter, and how you can measure them with AI | Richard ...
Why audience emotions matter, and how you can measure them with AI | Richard ...Why audience emotions matter, and how you can measure them with AI | Richard ...
Why audience emotions matter, and how you can measure them with AI | Richard ...
 
Understanding the voice ecosystem, and why it matters to you | Jorge Seeliger...
Understanding the voice ecosystem, and why it matters to you | Jorge Seeliger...Understanding the voice ecosystem, and why it matters to you | Jorge Seeliger...
Understanding the voice ecosystem, and why it matters to you | Jorge Seeliger...
 
How to nurture good sales leads - Lead Generation
How to nurture good sales leads - Lead GenerationHow to nurture good sales leads - Lead Generation
How to nurture good sales leads - Lead Generation
 
The "Complete Content" Approach to Content Marketing
The "Complete Content" Approach to Content MarketingThe "Complete Content" Approach to Content Marketing
The "Complete Content" Approach to Content Marketing
 
How to develop a customer-centric SEO strategy in 2018 | Stickyeyes
How to develop a customer-centric SEO strategy in 2018 | StickyeyesHow to develop a customer-centric SEO strategy in 2018 | Stickyeyes
How to develop a customer-centric SEO strategy in 2018 | Stickyeyes
 
5 key findings from the Stickyeyes Sports Betting Visibility Report
5 key findings from the Stickyeyes Sports Betting Visibility Report5 key findings from the Stickyeyes Sports Betting Visibility Report
5 key findings from the Stickyeyes Sports Betting Visibility Report
 
100 Day Plan to Transform your Digital Marketing Strategy
100 Day Plan to Transform your Digital Marketing Strategy100 Day Plan to Transform your Digital Marketing Strategy
100 Day Plan to Transform your Digital Marketing Strategy
 
The 5 C’s that your content marketing strategy cannot afford to lack
The 5 C’s that your content marketing strategy cannot afford to lackThe 5 C’s that your content marketing strategy cannot afford to lack
The 5 C’s that your content marketing strategy cannot afford to lack
 
How to create content that fuels your sales funnel (pdf)
How to create content that fuels your sales funnel (pdf)How to create content that fuels your sales funnel (pdf)
How to create content that fuels your sales funnel (pdf)
 
How to develop an awesome content distribution strategy
How to develop an awesome content distribution strategyHow to develop an awesome content distribution strategy
How to develop an awesome content distribution strategy
 
Building a business culture for digital success. A Stickyeyes Webinar, 9 Marc...
Building a business culture for digital success. A Stickyeyes Webinar, 9 Marc...Building a business culture for digital success. A Stickyeyes Webinar, 9 Marc...
Building a business culture for digital success. A Stickyeyes Webinar, 9 Marc...
 
World Travel Market 2015 - How can content strategy help you to tell credible...
World Travel Market 2015 - How can content strategy help you to tell credible...World Travel Market 2015 - How can content strategy help you to tell credible...
World Travel Market 2015 - How can content strategy help you to tell credible...
 
How to Manage a Social Media Crisis
How to Manage a Social Media CrisisHow to Manage a Social Media Crisis
How to Manage a Social Media Crisis
 
How engaging content can drive revenue
How engaging content can drive revenueHow engaging content can drive revenue
How engaging content can drive revenue
 

KĂĽrzlich hochgeladen

Capstone slidedeck for my capstone project part 2.pdf
Capstone slidedeck for my capstone project part 2.pdfCapstone slidedeck for my capstone project part 2.pdf
Capstone slidedeck for my capstone project part 2.pdf
eliklein8
 
Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...
Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...
Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...
ZurliaSoop
 
JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...
JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...
JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...
Cara Menggugurkan Kandungan 087776558899
 
đź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANG
đź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANGđź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANG
đź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANG
Cara Menggugurkan Kandungan 087776558899
 
Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...
Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...
Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...
ZurliaSoop
 
Capstone slidedeck for my capstone final edition.pdf
Capstone slidedeck for my capstone final edition.pdfCapstone slidedeck for my capstone final edition.pdf
Capstone slidedeck for my capstone final edition.pdf
eliklein8
 
Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...
Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...
Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...
Heena Escort Service
 
+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<
+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<
+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<
Health
 
Sociocosmos empowers you to go trendy on social media with a few clicks..pdf
Sociocosmos empowers you to go trendy on social media with a few clicks..pdfSociocosmos empowers you to go trendy on social media with a few clicks..pdf
Sociocosmos empowers you to go trendy on social media with a few clicks..pdf
SocioCosmos
 

KĂĽrzlich hochgeladen (20)

Madikeri Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Madikeri Escorts 🥰 8617370543 Call Girls Offer VIP Hot GirlsMadikeri Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Madikeri Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
 
Enhancing Consumer Trust Through Strategic Content Marketing
Enhancing Consumer Trust Through Strategic Content MarketingEnhancing Consumer Trust Through Strategic Content Marketing
Enhancing Consumer Trust Through Strategic Content Marketing
 
Capstone slidedeck for my capstone project part 2.pdf
Capstone slidedeck for my capstone project part 2.pdfCapstone slidedeck for my capstone project part 2.pdf
Capstone slidedeck for my capstone project part 2.pdf
 
Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...
Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...
Jual Obat Aborsi Kudus ( Asli No.1 ) 085657271886 Obat Penggugur Kandungan Cy...
 
The Butterfly Effect
The Butterfly EffectThe Butterfly Effect
The Butterfly Effect
 
Capstone slide deck on the TikTok revolution
Capstone slide deck on the TikTok revolutionCapstone slide deck on the TikTok revolution
Capstone slide deck on the TikTok revolution
 
JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...
JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...
JUAL PILL CYTOTEC PALOPO SULAWESI 087776558899 OBAT PENGGUGUR KANDUNGAN PALOP...
 
đź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANG
đź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANGđź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANG
đź’Šđź’Š OBAT PENGGUGUR KANDUNGAN SEMARANG 087776-558899 ABORSI KLINIK SEMARANG
 
Kayamkulam Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Kayamkulam Escorts 🥰 8617370543 Call Girls Offer VIP Hot GirlsKayamkulam Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Kayamkulam Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
 
Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...
Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...
Jual Obat Aborsi Palu ( Taiwan No.1 ) 085657271886 Obat Penggugur Kandungan C...
 
Jhunjhunu Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Jhunjhunu Escorts 🥰 8617370543 Call Girls Offer VIP Hot GirlsJhunjhunu Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Jhunjhunu Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
 
Sri Ganganagar Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Sri Ganganagar Escorts 🥰 8617370543 Call Girls Offer VIP Hot GirlsSri Ganganagar Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Sri Ganganagar Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
 
Capstone slidedeck for my capstone final edition.pdf
Capstone slidedeck for my capstone final edition.pdfCapstone slidedeck for my capstone final edition.pdf
Capstone slidedeck for my capstone final edition.pdf
 
Marketing Plan - Social Media. The Sparks Foundation
Marketing Plan -  Social Media. The Sparks FoundationMarketing Plan -  Social Media. The Sparks Foundation
Marketing Plan - Social Media. The Sparks Foundation
 
Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...
Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...
Meet Incall & Out Escort Service in D -9634446618 | #escort Service in GTB Na...
 
+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<
+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<
+971565801893>> ORIGINAL CYTOTEC ABORTION PILLS FOR SALE IN DUBAI AND ABUDHABI<<
 
Sociocosmos empowers you to go trendy on social media with a few clicks..pdf
Sociocosmos empowers you to go trendy on social media with a few clicks..pdfSociocosmos empowers you to go trendy on social media with a few clicks..pdf
Sociocosmos empowers you to go trendy on social media with a few clicks..pdf
 
Content strategy : Content empire and cash in
Content strategy : Content empire and cash inContent strategy : Content empire and cash in
Content strategy : Content empire and cash in
 
BVG BEACH CLEANING PROJECTS- ORISSA , ANDAMAN, PORT BLAIR
BVG BEACH CLEANING PROJECTS- ORISSA , ANDAMAN, PORT BLAIRBVG BEACH CLEANING PROJECTS- ORISSA , ANDAMAN, PORT BLAIR
BVG BEACH CLEANING PROJECTS- ORISSA , ANDAMAN, PORT BLAIR
 
Coorg Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Coorg Escorts 🥰 8617370543 Call Girls Offer VIP Hot GirlsCoorg Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
Coorg Escorts 🥰 8617370543 Call Girls Offer VIP Hot Girls
 

Five Ways Brands Tackled Social Media Crises