The Downside of Brands Acting Like Humans
Last week, Domino’s stepped in it on Facebook. A customer took to the brand’s Facebook page to compliment the chain, which then responded with a rote “Sorry for your bad experience” response. Digiday, along with others, covered the snafu, which appeared to point out the perils of relying on automated responses in social media.
— Dan Kim (@umichdan) August 13, 2013
And yet the error was actually a mistake made by a human, according to Domino’s. In much the same way as Bank of America screwed up last month by having a social media team sounding a lot like robots, a Domino’s employee mistook the compliment for a complaint. The employee then, it would appear, gave the default response for social media complaints. Domino’s, to its credit, tried to regain its footing by taking it in stride. The rub with brands in social media is that they’ll need humans, who are prone to make mistakes.
— Alex Ramati (@TheAustinDawg) August 13, 2013
The mistake, it would seem, was not acting human in the first place. Domino’s clearly has a set protocol for dealing with customer complaints. The human error was enacting that protocol. It’s similar to how call centers often rely on scripts. That can help in consistency but, as brands like Zappos have shown, throwing away the scripts for real human interaction can win over more people.
— cheryl nolan (@cnolan01) August 13, 2013
The moral of the story is social media will continue to rely on humans. Some things can be automated, but the best policy for brands is probably to give its people leeway to, well, act like people.
‘We knew it would impact our business negatively’: How joining the Facebook boycott affected one small advertiser
For small boycotting advertisers like JibJab, staying off the Facebook advertising ecosystem permanently is untenable.
Member Exclusive‘You can’t just cut a little bit’: Why this moment could force agencies to accelerate necessary changes to their business models
To survive, agencies have to change how they do business instead of making cuts here or there to manage for the next quarter.
‘Exceeded our marketers readiness’: As e-commerce growth accelerates, Dentsu is adding a new practice to meet the demand
The commerce practice was already in the works but the pandemic and changing consumer behavior due to the pandemic accelerated it.
SponsoredPublishers: Assessing risk and ensuring payments in times of crisis
As the industry navigates the continued impacts of COVID-19, here’s the questions publishers should ask their programmatic partners or ad management providers to protect themselves from clawbacks and lost revenue.
‘Hooked on the Facebook drug’: Media buyers say smaller brands will return to the platform, but bigger brands will continue to boycott
Large consumer brands aren’t happy with Facebook’s response to the boycott so far and will likely wait until fall to reconsider the boycott.
Nobody in elevators, fewer gag lines: How an agency is remaking its ads to fit the coronavirus era
The process has allowed the full-service agency to enlist its post-production arm to help its clients adjust ads rather than press pause on advertising due to the ad content.