Consumers' beef with Taco Bell recently offered some red meat to the blogosphere.
Faced with a social media crisis, Taco Bell is fighting back with Facebook and YouTube. Touché.
If this whole incident sounds familiar, it may be because Domino's faced a similar crisis in 2009 and pioneered the use of the company president mea culpa. And last year, Toyota’s adept use of social media helped counter potentially devastating news reports about recalls. Brand experts say the skillful reactions of these companies may have even helped their faltering brands.
So while use of social media to address a public relations crisis is fairly new, it is just a new take on good old-fashioned service recovery.
The question is, will Taco Bell fare similarly? Will they be able to harness the power of social media to turn lemons into lemonade, or in their case, bland beef into a terrific taco?
Quote of the Week:
"Customers don't expect you to be perfect. They do expect you to fix things when they go wrong."
Donald Drucker
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