Lemaitre also offered some takeaways for similar high-profile launches by retailers:
Follow up on new and existing conversations: Customers want their voice to be heard.
Create a social media crisis plan for different scenarios (e.g., Target's website went down for a while) to be able to reply appropriately.
Train employees and social media teams to respond in a friendly, personal way. Target was far too distant when replying and didn't show authentic concern for customers.
Use more powerful, targeted software, like Engagor, to keep a close eye on social response time and help divide the workload.
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Readers: Were you part of the #LillyForTarget firestorm on Twitter?
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