For a blog with a focus on social media & marketing communications I simply must post about the topic dominating social media and news programs all over Australia today, GASP & those emails.
If you haven't seen or heard about GASP today (it would be hard to ignore) here is the full story according to the Herald Sun.
A customer complains about poor service, company responds, emails go viral and become a worldwide trending topic on Twitter.
I'm not a PR expert in the slightest but even I can see GASP didn't hande this well at all. In current economic circumstances retail stores are suffering and this type of customer service will not entice anyone into stores. I can understand that it would be frustrating for salespeople with a continual stream of customers and no sales. However, as a customer trying on clothing is part of the shopping experience & in no way should a sale be forced. In fact the more a salesperson forces a sale the more likely I am to simply walk away.
So in a he said/she said saga we may never know the truth of what happened. What we do know is that GASP have done horrific damage to their brand. They are persistant and are unlikely to apologise, normally a brave action. However in the face of such public negative comments it seems like a truly stupid decision.
What do you think of GASP's actions?
About Me
- ImpractiCASSity
- Adelaide, Australia
- 21 years young. Marketing & Accounting student at the University of Adelaide. YAC member for Campbelltown Council SA. Passionate about social media. Working full time as an accountant. Dreaming of NYC. Follow me on Twitter @cassie_deconno
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