social media brand failure

Sarkis H Mesrobian

Hein Htet Aung

Abdullah Habibi Indargiri

Social Media Brand Failure

“3 Brands That Failed on Facebook”

• California based electric car company

• Minimal usage of Facebook

• Facebook status updates

• No background info or history

• Increase usage of Facebook

• Create a storyline or history tab

• Add more info about themselves

• Look at competitors

• “me too” approach

Tesla Motors

• American provider of on-demand Internet streaming

• Tries using Facebook

• Main use is customer feedback and communication

• Poor Communication

• Larger response team

• Monitor all posts and complaints

• Provide better customer feedback and service

Netflix

• American multinational investment banking firm

• Given up on social media

• No usage

• No monitoring

• implies the company does not care

• Complete rebuild required

Goldman Sachs

• Low-cost airline headquartered in Singapore

• Swiss multinational food and water company

• Lack of concern and respect for the members of the brand’s community

• Failed to realize how feedback can effect customer relationships

• Begin with a genuine adoration for the customer

• Show you care

• Do not ignore

• Ask the customer how can you help and deliver

Customer Relationship Fails

• Powerful tool

• Excellent for communication and feedback

• Depends on how the tool is utilized

• Depends on the user/company/organization

• Failure and success determined by company actions

• Learn from others’ mistakes

• Avoid repeating history

Social Media: Friend or Enemy?

http://www.adweek.com/adfreak/20-biggest-brand-fails-2012-146136

Failures of More Companies

Questions and Comments?

End of Presentation

1) Clarke, David. "3 Brands That Failed on Facebook."

IMediaConnection.com. IMediaConnection.com, 30 Jan. 2012.

Web. 20 Oct. 2013.

2) Howard, Tim. "Sprout Insights." Sprout Insights. Sprout Insights, 15

Nov. 2010. Web. 03 Nov. 2013.

3) Nudd, Tim. "The 20 Biggest Brand Fails of 2012 | Adweek." AdWeek.

ADFREAK, 20 Dec. 2012. Web. 25 Oct. 2013.

Work Cited