Tweets Gone Wild

You may have seen these tweets cross your Twitter feed in the past few months.

From Kenneth Cole: Millions are in uproar in #Cairo. Rumor is they heard our new spring collection is now available online at http://bit.ly/KCairo.

From the American Red Cross: Ryan found two more 4 bottle packs of Dogfish Head’s Midas Touch beer…when we drink we do it right #gettngslizzerd.

From Chrysler: I find it ironic that Detroit is known as the #motorcity and yet no one here knows how to (expletive) drive.

Mistakes happen. They’re guaranteed, and these gaffes are just a few of the many companies have made over the years.

Since tweets at some point will totter on the wild side, it’s important to keep in mind that when it’s you at the keyboard preparing a response, play it cool not corporate. Remember, the best part of social media is that it gives consumers the opportunity to connect with a brand and when an apologetic response is stuffy or methodical, it’s just as bad as not owning up to the mistake.

So, how did the above companies react?

All apologized. Chrysler fired the person responsible, and the Red Cross responded with a clever follow-up tweet acknowledging the mishap and moving on.

To Chrysler, I’d suggest being a bit more forgiving. Canning someone is extreme. Not too long ago American tax payers bailed you out.

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