I was scrolling through NandosUK’s tweets yesterday, noticing that most of their feed is filled with replying to people who have had a bad Nandos experience.
I thought I’d test them and point out that a lot of people seem to have negative experiences in their restaurants by the looks of their Twitter feed, so I tweeted…
To my surprise, not long later, NandosUK replied! This is what they said…
Great Twitter management from Nandos here, they gave a good answer, controlled the situation and I was left with nothing to reply back, perfect!
The vast amount of people who follow brands on Twitter do it for a reason, we want to know what brands are saying. We want to see they are replying to their customers and rectifying any problems. Customer service is key in any organisation; they are the people keeping the business going so treat them correctly and listen to what they have to say!
After all, marketing is all about fulfilling the customers’ needs.
Do you have any examples of good, or even bad Twitter management?