Every Marketer dream while allocating budgets to Social Media or Digital Marketing activities is to create his brand’s fan base on social an open environment for Brand to Customer interactions without facing troubles or angry customers.
Social Media Marketing main objectives is to create, share, and exchange information and ideas in virtual communities. However, always some threats would arrive for online reputation management and the sad fact is ; You cannot protect your brand online with 100% efficiency!
We don’t have a choice on whether we do social media, the question is how well we do it? – Erik Qualman, Author of Socialnomics
Using Twitter, Facebook, YouTube, Foursquare and other social platforms could be a great opportunity for leveraging your brand experience but! yet it could be source of headache and sometimes a crisis you will need to handle.
This time we shed the light on an embarrassing situation between tow leading brands on Social Media created by may not be the most-followed or influential user on Twitter, but her brand loyalty is still worth fighting for.
How it started?
Laura Ellen [ Manchester, UK resident] tweeted On 11 Mar 2013 that she was following both Kit Kat and Oreo on Twitter:
How Kit Kat Started
Kit Kat responded two days later, challenging Oreo to a game of tic-tac-toe — a clever choice, given the opportunities to insert images of their products into the game itself:
The fight for @Laura_ellenxx's affections is on. @oreo your move #haveabreak http://t.co/EN8YAfnNMZ
— KITKAT (@KITKAT) March 13, 2013
Oreo Response:
Fast-thinking, playful response from Oreo Social Media team, Oreo politely declined to engage in the game, and send a compliment to Kit Kat invitation:
Sorry, @kitkat we couldn't resist … #GiveOreoABreak pic.twitter.com/iMXjChetOa
— OREO Cookie (@Oreo) March 13, 2013
Who is The Winner ?
Definitely the winner is the customer!
Seeing both brands fighting for the customer and initiating this game made Laura Ellen tweet : OMG AM I IN HEAVEN
Conclusion //
Oreo [Kraft Foods Brand] and KitKat [Nestlé Brand] shared the customers interest and decided to engage even if not a top influence or a VIP figure.
Oreo response was an awesome example as a super-responsive of Social Media team non-corporate speak by brands. And it showed how to have a little fun on Social Media even if it means you can engage with your competitor!
