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If I were Cafe Coffee Day today; Follow through on #ccdsucks episode on Twitter
If I were Cafe Coffee Day today; Follow through on #ccdsucks episode on Twitter
UPDATE: 11 February 2010, 8.50 am – Rajika, Amita and I were out for a meeting a 2 minute discussion about the “CCD Sucks” episode got us to conclude that Cafe Coffee Day could have saved itself the embarrassment from use of #ccdsucks tag itself, necessitated by the need to participate in ongoing conversations, simply by adding #ccdresponds to #ccdsucks – this would have given the necessary context and positioning to the brand.
I spent the afternoon yesterday working out of the Cafe Coffee Day, Adchini next to our office even as the #ccdsucks thread unfolded on Twitter, after a shop manager at a Chennai outlet, allegedly, asked for a cover charge from some guests who’d gathered for a tweet-up.
Here are 10 tips for the #ccd team to take a look at that I just posted as Tweets. I will write more about this later, if I get the time. Please add yours:- Pause: Take a deep breath. Something happened, don’t just react
- Take a step back: Find out what really happened? Get to the facts, quickly
- What’s the stated policy: Is there a stated policy on the matter? Ensure that the team follows the policy across
- Communicate: action and any changes you ‘might’ have decided to bring, if needed
- Support: don’t isolate the individual, your team is a key stakeholder too
- or number #1 track the conversations-separate key topics – see feedback; identify known issues; which are by choice?
- Don’t over do it: know your promise, don’t try or promise to be who you are not – under pressure
- Identify high impact issues, address them
- Communicate change – bring change, then communicate
- Seize the opportunity – engage afresh, find your supporters and work upon regaining lost ground
Focus on the ground issues; communicate change (Update: or as some put it – make better coffee and have better service and then all is well :) )
All the best @cafecoffeeday.
Disclaimer: Views of authors are personal and do not represent the views of Blogworks, or any of its clients.
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