The internet is full of smartasses.
Most often they are harmless, and seemingly post simply for the sake of being funny and/or annoying. But the fact that people are out there, saying bad things about your product, on social media, on the internet, WHERE EVERYONE CAN SEE, is enough to send brands running.
Unfortunately it’s going to happen, both online and offline, and you can’t do anything about that. But how you manage your social community – and I mean both good and bad – can make all the difference.
Today we heard about this example from @smartcarsusa which, in my opinion, is example of community management done right. It’s fun, simple, and turns a negative comment completely on its head.
Since posting yesterday, the tweet has received
61 74 retweets and 31 40 favourites – and is climbing. The original poster, @adtothebone, has even graciously admitted he was “outsmarted by a smart car” with the “best. Social media respose. Ever”.
Some days, you just want to high five people across the internet.