How Retailers Can Navigate a Social Crisis
In November 2014, a very socially-influential customer found a frog in his Woolworths packaged salad, and Twitter exploded. There was outrage, laughter, memes, name-calling, supplier responses - everything. All of this was to be handled by the social media team. Guests will go through a crisis management simulation and review what the Woolworths team did to handle the crisis.
Sam heads up the Social Media and Digital Content team at Woolworths, South Africa's premier lifestyle retail destination. She started her career as a corporate lawyer, then ran away in horror to become a freelance journalist. After years as a magazine lifestyle columnist she rejoined the corporate world, first as the Strategic Planning Director of a retail customer publishing business and then as the Editor-in-Chief of the 5 lifestyle sites – Women24, Food24, Parent24, Travel24 and Wheels24 - in the 24.com stable, SA’s largest online publishing business.
She joined Woolworths in 2012 to build and manage consolidated content and social media strategy for the business.