That takes a lot of time, and shows that DiGiorno takes their fans, followers and customers seriously. They are willing to respond to those who have reached out to them with concerns – and not simply with a canned, repeated answer.
The bottom line.
This is a powerful lesson for brands: Take the time to research any trending hashtag or topic before joining the flow of conversation. As DiGiorno said above in one of their individual response tweets, that’s an inexcusable and highly avoidable mistake. But mistakes happen; and DiGiorno owned up and made amends as quickly as possible. DiGiorno did that part right.
Crisis comms lessons learned from Tesla’s tweets Elon Musk made a very expensive tweet recently. https://twitter.com/elonmusk/status/1026872652290379776 In case you missed this particular kerfuffle, you can catch up on the full timeline from…