M&S turn a social media faux-pas into a gain!

I often say that M&S do mobile well. They also have a great social media strategy. Here’s an example of why they do it well.

Last week one of their Facebook administrators forgot to logout of the M&S account and updated her personal status on the corporate one by mistake. The status update was that she had now found her missing phone. Oops! Not the worst thing to put on a status update, but still, it isn’t really the done thing for a corporate account. Although M&S deleted the update, rather than ignoring it, they asked for other stories of lost and recovered items instead. They quickly got over 40 comments with tales of tragedy and joy, and 150 likes. Not a massive gain,  it shows how having a human face is important in brand social media.

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