A DIFFERENT TYPE OF AGENCY

As a collective, The Factory Interactive is fueled by a passion for developing enduring messages conceived through a marriage of design and technology. At the core, we are explorers of possibility and architects of memory. We create rich immersive experiences that increase message retention and reward the audience. Our mission: give personality to products, resulting in a stronger, more effective brand.

_{May 12, 2009}
F.T.Disaster _{By Ashley}

This Mother’s Day, thousands of people placed their orders for flowers online through F.T.D or 1-800-FLOWERS.  And hundreds of people received their flowers late and/or not at all. Something new? Nope. So why the big deal now? One word: Twitter.

The complaints were through the roof on Sunday via Twitter. According to Twendz, (a program which  pulls Tweets and measures the sentiments expressed about a brand or topic and measures how positive, neutral or negative the tweets are) 63% of recent tweets about FTD are negative. And 83% of tweets that include “FTD” and “Mom” are negative. There were also complaints for 1-800-FLOWERS but one difference is Flowers is doing something about it… a customer service Twitter page. This small act has reduced the negative Tweets to 33%.

The point of all of this is, you ask? Complaints are not new, in fact, the same thing probably happens every single year but this year, we have the cultural phenom known as Twitter. This just goes to prove how important it is for companies to get involved with social media and squash the negative feedback ASAP. By a seemingly simple act of creating a Twitter page, 1-800-FLOWERS has won the Mother’s Day flower-off this year. (And I say seemingly simple because it is absolutely a full-time job to monitor the social media buzz for your business)

Filed under: Marketing — Tags: 1800flowers, feedback, ftd, mothers day, social media, tweets, twendz, twitter — @ 9:45 pm

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