Social media networks like Twitter have been very helpful for big and small businesses to gain more loyal clients, as well as quickly introduce new offers and services.
However, there are also possible risks involved since you?re dealing with thousands of users on a daily basis. When a follower calls you a dud or talks negatively about your company, it is only fair that you fix things before the damage becomes permanent.
Options would be to block the user, report them as spam and even to actually answer back and manage the problem in a peaceful manner. Getting all violent and riding on the attacks will never do your reputation any good.
Some of the huge companies managed to reverse a very difficult online situation.
Taco Bell fights back
Taco Bell (@TacoBell) was attacked after there were claims from customers and other companies that it was only selling beef which consist of only 88% beef. Instead of ignoring the allegations or responding negatively to those who put up the claims, Taco Bell fought back by providing a video from the company president and then uploading it on YouTube for millions to see. The company also relied on other social media networks to get positive remarks from customers. The company continued to explain and show that their products are truly worth buying and are completely safe. In the process, the company managed to gain thousands of new Twitter followers. As of April 2, 2013, Taco Bell has 402,600 followers on Twitter.Toyota fights back
Toyota (@Toyota) went through a lot of heat after many of its cars were recalled on allegations that there were brake and accelerator problems in the new units. The company resorted to social media and began sharing how the company always emphasizes on high standards when making cars to keep people safe and comfortable. Toyota communicated with clients to quickly let the loyal ones spread the word that the company is doing everything to fix problems and is willing to do whatever is necessary to maintain the trust of buyers. Toyota successfully turned things around in a few months.Burger King fights back
Burger King recently underwent a lot of pressure after its Twitter account was hacked. The account went on to claim that BK was purchased by rival McDonald?s. The company was quick to seek the help of its social media experts to block the hackers and immediately announced with some humor that the problem has been solved and the company is still in great shape. Burger King focused on providing quick and honest information to online users which helped in the situation. It also gained thousands of new followers after the ordeal. McDonald?s shared that it had nothing to do with the online attacks, which was also quite helpful for BK?s case.
