Subway Social Media Snafu

This article over at FoxNews.com, “The case of the missing inch: Why don’t all Subway ‘footlong’ subs measure up?” demonstrates a perfect example of a customer using a company’s social media page to cause problems. Below is an excerpt from the article:

“What’s in an inch? Apparently, enough missing meat, cheese and tomatoes to cause an uproar.

Subway, the world’s largest fast food chain with 37,000 locations, is facing criticism after an Australian man posted a picture on the company’s Facebook page of one of its famous footlong sandwiches next to a tape measure that seems to show it’s just 11 inches.

More than 100,000 people have “liked” or commented on the photo, which has the caption “Subway pls respond.” Lookalike pictures have popped up elsewhere on Facebook. And The New York Post conducted an investigation that found four out of seven footlong sandwiches were shy of the 12 inches that makes a foot.

By Thursday afternoon, the picture was no longer visible on Subway’s Facebook page, which has 19.8 million fans. A spokesman for Subway, which is based in Milford, Conn., did not comment on the photo but said the length of its sandwiches can vary slightly when its bread, which is baked at each Subway location, is not made to the chain’s exact specifications.

“We are reinforcing our policies and procedures in an effort to ensure our offerings are always consistent no matter which Subway restaurant you visit,” Subway said in an e-mailed statement.”

There are other examples of getting social wrong in our article, “Next Gen Contact Centers: Getting Social Right” – check those out. Also, check out our social media customer engagement capabilities that can help companies prevent pr nightmares like this one.