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How to Respond to Customers through Social Media: Learn from Applebee's Mistakes

Leilani Yau

Leilani Yau

February 14, 2013

2 thoughts on “How to Respond to Customers through Social Media: Learn from Applebee's Mistakes”

  1. After this statement, http://applebees.mwnewsroom.com/manual-releases/Statement-from-Applebee-s-President-Mike-Archer Applebees continues to delete posts and block users from posting on its facebook page if you post a negative comment, comment concerning chelsea welch or if you “like” a negative comment. Applebees has not reinstated any posting privelages to those it has blocked from posting on its page so that we can participate in the so called forum. Some of us have created a second facebook acct. but we still cannot post on the applebees facebook page, here is where we are gathering https://www.facebook.com/PickingApples2013 to talk about the Chelsea firing and the low wage that servers are paid. As you can see, there is not any foul language used ,please visit the site to see the conversations, it still may be news worthy. Applebee’s claims the young girl was fired due to violation of privacy policies well, how about this policy violation that can be found here http://nrn.com/latest-headlines/applebees-offers-interview-creator-hirekevin-social-media-campaign?page=2 (scroll to bottom of page) we now know where we can locate amanda. SMH

  2. Thanks for your comment, Raymond. I scanned Applebee’s Facebook page and actually do see lots of negative commenters having the last word on every post Applebee’s has created. This is a tough situation, and it remains to be seen what steps they will take to address unhappy customers. Seems some damage has been done since customers are vowing never to step foot in an Applebee’s again. I’m curious… how does Chelsea herself feel about this? Does she want to be hired back?

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