Future:Media:Change

So when I posted about the great Have a Break video Greenpeace had produced on Wednesday I didn’t foresee how Nestlé would manage to fail on such an epic scale on their social media management.

Following the email action, hundreds of activists became fans of Nestlé on their Facebook page and then hit their wall with messages clearly stating they weren’t fans, they just wanted Nestlé to sort their palm oil sourcing out.

Whoever was managing the wall for Nestlé must have had a bad couple of days – they posted a comment telling people if they mashed up their logos and posted on the wall their comments would be deleted. To add to the problem the moderater then started to get snippy with people:

Nestle moderator gets snippy with people on their wall

They then continued to be sarcastic and snarky with people throughout the day. This behavior was immediately picked up by people on the wall and across Twitter and blogs. Check out what people are saying:

• TechEye Nestlé Fails at Social Media
• A Lesson In Douchebrandification: Nestlé
• Nestle’s Facebook Page: How a Company Can Really Screw Up Social Media

Nestlé clearly haven’t understood the dynamics of social media. They have insulted the crowd and are now like a rabbit trapped in the headlights on Facebook. Hopefully this will now cause traction with those in charge to speed up their sourcing of sustainable palm oil.

What do you think? Have you ever seen such an epic fail by corporate social media?

Update: This continues to run and run. In another #fail Nestlé managed to muck up their Google Ads – you couldn’t make it up….