Social media is a very important marketing tool for companies in creating a positive public image for their brand. On the flip-side, social media is also very important in keeping brands honest when they do or say something stupid.
Pappa Johns just found out the latter this weekend. According to CNN, the pizza-maker is apologizing after a customer tweeted a picture of a receipt on which she was called a racial slur. An inexcusable action that will take Pappa Johns a little while to rectify.
It can’t be said enough how important good customer service is in these days of social marketing. This incident should go into the training manuals of every store manager or franchisee of a national chain as an example of how one stupid employee can do harm to an entire brand on a grand stage