Cinema brands get my goat. Why? Because they clearly don’t understand social media, but continue to put people in charge that either say too little or far too much – to the point where they insult their customers.
A few months ago I blogged about Odeon, which failed to respond to a Facebook status complaining about ticket prices. Hours became days and days became an entire weekend where nothing was done, allowing the post to gain momentum through more than 170,000 ‘likes’.
Now it’s Cineworld’s turn to commit social media suicide, although this time the brazen brand has no remorse. The tweets that you’re about to see are still on the company’s Twitter page.
Let’s start this story with a quiz. If a customer complained about costs to you on a social network would you:
A) Apologise that they feel that way and use a pre-approved policy statement to explain why costs have risen before directing them to special offers that you’re currently running etc
B) Ignore the statement, after all you’ve got so many other tweets to respond to
C) Antagonise your customer and explode into a flurry of insults and childish backchat
I’m sure you can guess by now that Cineworld took option ‘C’. The backchat included:
Well you ‘say’ we’re definitely going bust in 1-5 years. If you’re psychic can you tell me the lottery numbers.
For someone that doesn’t like talking to us, you’re certainly persistent. Excuse me I have homework to do :]
And my personal favourite:
Fine OK we’re just evil millionaires who are trying to destroy cinema, you’ve blown it wide open. Enjoy Odeon :]
Shocked? I’m guessing (and hoping) that this approach has lost Cineworld more than one customer since its 42,000 followers witnessed the feud with customer Alan Bishop.
But, what’s more frustrating about this story is that The Drum questioned whether brands should be engaging with Twitter trolls.
Let’s be clear – Alan is not a Twitter troll. He had an opinion which the company failed to recognise. Instead it was belittled and mocked in the public domain which won’t do Cineworld any favours. Perhaps the big bosses need to remind the social media managers that they’re being paid to have some manners.
Am I overreacting? Or should brands be sticking up for themselves like Cineworld? Let me know!