Webwindows Begs You Not to Do What British Gas Did on Twitter

If you want to use Twitter to promote your ad campaign, great, but you need to use common sense. That’s why this week Webwindows begs you not to do what British Gas did on Twitter.

Twitter: A Double Edged Sword

We specialise in advising you about the wonderful world or web marketing here at Webwindows. In our ten years in the game, we couldn’t fail to notice just how powerful Twitter has grown as an advertising platform. With half a billion users, one carefully crafted Tweet can bring your ad campaign to hundreds of millions.

Twitter’s strength is also its weakness. If you happen to miscalculate your Twitter promotion it has the ability to anger those same millions, turn them against you, prompt them to create a campaign to hijack your ad campaign and render it practically impotent.

What not to do on Twitter: The British Gas Edition

If you don’t believe us, remember what happened to British Gas when they made this fatal mistake. By the time the trolls had finished with them, their ad campaign had been disgraced; it had made the headlines in practically every online British publication and ruined their page one on Google. It drove away customers in droves.

So what did they do? Well, as most energy companies have been lately, they decided to raise their prices. Naturally, annoyed customers who were looking for any chance to vent their frustrations.

Then they initiated a Q&A session on Twitter with the hashtag #AskBG. It was like lighting a match next to a powdered keg, as the company’s many frustrated customers gleefully took the opportunity to high-jack the hashtag to ask just why their energy company raised prices so high. Then British Gas made it worse by promoting the campaign on Facebook; the only social networking site with more users than Twitter.

Webwindows Asks: What Should You Take Away from This “Terrible PR Stunt?”

Here’s where Webwindows makes its case. Don’t be like British Gas. They’re a big company, they can handle bad press. Most companies can’t. A campaign like this that angers so many customers has the potential to ruin a smaller firm. If you take anything away from this terrible PR stunt, let it be that you need to know your audience inside out. 

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