How Cafe Coffee Day Handled Their Online Crisis
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This presentation analyzes the recent #CCDSUCKS hashtah effect and how Cafe Coffee Day handled the issue.
![The story of #CCDSUCKS #CCDSUCKS was a twitter hash tag used to spread the news related to a bad experience faced by Chennai Twitter users at CCD during a tweetup. ACafe Coffee Day Manager at Ispahani centre in Chennai [rudely] asked the group to pay extra money as cover charge if they want to use CCD premises for tweetup or vacate it, immediately.](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)
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How Cafe Coffee Day Handled Their Online Crisis
- 1. How an Indian brand handled their online crisis? #CCDSUCKS The negative word of mouth in social media! Café Coffee Day is the largest organized retail café chain in India. Vijay Rayapati - GizaPage.com - @amnigos Anatomy of online crisis and word of mouth effects
- 2. The story of #CCDSUCKS #CCDSUCKS was a twitter hash tag used to spread the news related to a bad experience faced by Chennai Twitter users at CCD during a tweetup. ACafe Coffee Day Manager at Ispahani centre in Chennai [rudely] asked the group to pay extra money as cover charge if they want to use CCD premises for tweetup or vacate it, immediately.
- 3. The result of a bad experience at Café Coffee Day
- 4. Café Coffee Day Response
- 5. Café Coffee Day Response
- 6. The word of mouth effects…
- 7. The word of mouth effects…
- 8. The word of mouth effect on #CCDSUCKS tweets
- 9. The top influencers and curators… Twitter Handle Number of #ccdsucks tweets
- 10. When @CafeCoffeDay was mute…
- 11. When @CafeCoffeDay was mute…
- 12. Why Buzz didn’t die after CCD response?
- 13. Why Buzz didn’t die after CCD response?
- 16. What does those #CCDSUCKS tweets mean anyway? Sample data set from first week of #ccdsucks
- 17. What does those #CCDSUCKS tweets mean anyway? Positive vs Negative #ccdsucks conversation curators. Around 49 people spread the negative tweets related #CCDSUCKS and 27 people spread/defended CCD stand on this issue.
- 18. The life time of #CCDSUCKS Shows the first week of #ccdsucks trend line, how it spread and died
- 19. The share of contribution by online influencers vs digital naives More than 50% of #ccdsucks tweets were contributed by “Digital Naives” (People whose online popularity is very minimal, no offence ) and almost equal number of online influencers also participated in this.
- 20. Effect of #CCDSUCKS after one week…
- 21. Effect of #CCDSUCKS on @CaféCoffee Day followers
- 22. What brands can learn? Word of mouth is a quick fire when it’s related to bad customer experience. Don’t buckle under pressure, Café Coffee Day should have avoided using #ccdsuckshashtags in their own tweets instead could have used something like #ccdresponds or #ccdcares.
- 23. What brands can learn? Café Coffee Day was very quick to respond to resolve the issue, apologized for the goof up and was supported by many [Indian] online influencers for this. It’s better to engage than being mute in crisis to minimize the effect of negative word of mouth. It also encourages your brand fans to answer on your behalf .
- 24. All you need is one bad experience to your customerto screw up your brand!
- 25. Are you a Social Brand? Social is about engaging with your customers. I must say CCD did a good job to handle the goof up by one of their franchisee.
- 26. Do you have your brand on social web yet? Cheers Vijay RayapatiProduct Architect GizaPage.comTwitter : @amnigos Mobile : 09008-869-869