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fastcompany:

JC Penney can’t catch a break.The retailer is in hot water after a Reddit user posted a photo of a tea kettle that supposedly resembles Adolf Hitler. The retailer has responded to the frenzy with a series of frantic tweets.

Yesterday’s JC Penney Twitter catastrophe can teach brands what not to do in an emergency social media situation — haphazardly tweeting the same response verbatim will land you in the PR dog house.

Here are our top 5 things to keep in mind when reacting to customers on Twitter:

1. Stay calm and collected.

2. Respond to each individual customer with tailored tweets.

3. Be direct and genuine.

4. Monitor feedback and respond in real time.

5. Use the opportunity as a learning experience. Own your mistake and make the most of it.

76 notes
  1. wolf reblogged this from fastcompany and added:
    JC Penney can’t catch a break.The retailer is in hot water after a Reddit user posted a photo of a tea kettle that...
  2. danamlancaster reblogged this from fastcompany and added:
    You just can’t make this stuff up. jcp should use to its advantage and create a series of teapots that intentionally...
  3. kittyinthepagoda reblogged this from jaynajaynajayna
  4. backwardsbackwoods reblogged this from jaynajaynajayna
  5. fmwhiteboard reblogged this from fastcompany and added:
    Yesterday’s JC Penney Twitter catastrophe can teach brands what not to do in an emergency social media situation —...
  6. ojmiles reblogged this from fastcompany
  7. chancearchitect reblogged this from fastcompany
  8. fruitsnutsflakes reblogged this from fastcompany and added:
    Seriously? Their social media manager couldn’t reply back with a handful of variations? #ridiculous
  9. robinmarohn reblogged this from fastcompany and added:
    You certainly have to admire @JCPenny and their effort to personalize their message to each tweeter.
  10. endlessrequiem reblogged this from dfong1
  11. sehobbs reblogged this from fastcompany
  12. raygunsandbutterflywings reblogged this from fastcompany
  13. dfong1 reblogged this from fastcompany
  14. pavelbains reblogged this from fastcompany and added:
    The resemblance is uncanny.
  15. robnapierdesign reblogged this from fastcompany
  16. jeremyksmith reblogged this from fastcompany
  17. mypridemyvoicemylife reblogged this from ambitionatsubzero
  18. ambitionatsubzero reblogged this from fastcompany
  19. geeksoapbox reblogged this from fastcompany and added:
    Yikes!
  20. thehobbster reblogged this from fastcompany
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