First Direct have taken me from empathy to offense in under two minutes and three Tweets
February 26, 2010
— account planning, branding, constant gardener, marketing, social media
First Direct really should have thought about reputation management before they embarked on their Customer Sentiment and Social campaign.
This morning I opened up my twitter account to find that I was DMed by First Direct on ways to improve my sex life. I’ve heard of Customer Relationship Management but this may be taking it a step too far.
My immediate reaction was one of pity because clearly they were attacked by the Twitter Phisher. But then they told me to disregard this in a public reply.
Apparently they were ‘hacked’ last night. So now I think ‘hang on you’ve been hacked. But, I entrust my worldly wealth to you.’. Now I’m worried. With a re-read I notice a hint of complacency there and the anger begins to set in. But a second Tweet follows quickly. Perhaps this one will be better crafted.