All kind of customers can join the conversation on Twitter by @replying to others and by mentioning them in your own Tweets. Think fact is quite annoying for brands as Twitter would be a main source of headache in-case it evolved with a brand reputation crisis because if your brand reputation is bad, no one would want to associate with your company business.
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The conversation even if it looks so innocent initially, But it ended by a big joke !
@OmniaGomaa1 A delicious burger?
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— McDonald’s Egypt (@McDonaldsEgypt) March 24, 2014
And Expectations got high, But! guess what response they got?
@McDonaldsEgypt No, a dinner box from Kfc.
— Omnia Gomعa (@OmniaGomaa1) March 24, 2014
But @McDonaldsEgypt was not that easy to escape the conversation!
@OmniaGomaa1 and here we had our hopes up 🙁
— McDonald’s Egypt (@McDonaldsEgypt) March 24, 2014
Move Fast //
[blockquote style=”quote” align=”right” author=”Jeremy Waite, Oxford University Research”]People don’t share facts, they share EMOTIONS.[/blockquote]The best part about Social Media is its instant responses. Twitter ended the [We get your email and will get back to you shortly] era. Fast communication is always a key why people would engage your brand in Social Media channels.
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The good point about this conversation is @McDonaldsEgypt didnt lose its focus for the customer astonishing response. They kept the conversation going with zero aggressive phrases and turned it into simple response using humble phrases serving the emotional context. They asked for @McDonaldsEgypt fans sympathy indirectly.
Also Read: McDonald’s Egypt and Coca Cola Egypt Share the Love for Combo in Twitter Conversation
Conclusion//
Majority of our customers have the right to tweet wherever they want. Dont get panic over negative feedback or, digital mind games. Just Keep Calm and Tweet back.
