Case of reputation management and Social Media from a tea brand. This also applies to RTM (Real Time Marketing). Recently, one user, apparently taking an active life position on the gap between rich/poor, tweeted, noting the brand of tea.
Sue, you're shouting at tea.— Yorkshire Tea (@YorkshireTea) February 25, 2020
Please do look after yourself and try to be kind to others. We're going to mute you now.
The brand answered her in a cruel parental role. With his tweet, he’s called “put in place.” This is not what is taught in traditional books on how to maintain a brand account on social networks.
The response from the Yorkshire Tea brand has garnered over 60,000 likes from Twitter users.
Users draw conclusions about this case study: