H&M Submits to Twitter Outrage - Page 2
Following the statement, tweets of acknowledgement and commendation for H&M filled the Twitterverse. Not only was the mob satisfied with the response, they were spreading Kudos to H&M for owning up to the problem and doing the right thing.
What's meaningful here is that it wasn't the New York Times or any other media titan that brought H&M to bear on the issue. It was ordinary people leveraging simple technology to create social change. It didn't require pickets outside the store, letters to the company president, or an embargo on patronage. It merely took one day in the digital court of public opinion.
If there’s a lesson to retailers in this, it’s that sitting on the social media sidelines is no longer an option. Even the worst controversy offers hope of redemption, provided companies listen and respond quickly. And perhaps most importantly, the days of "no comment" crisis management are over.