Oh dear. Someone needs to sit down a the social media manager at Cineworld and explain to them that poking the customers on twitter isn’t the best social media strategy to maintain.
Usually companies work on the basis of “the customer is always right” except Cineworld who really couldn’t care less about their customers which was displayed during a tweet off with customer Alan Bishop who wanted to know why it cost so much to see a film.
Bishop tweeted: “Why delete my tweet without a response? Just wanted to know the justification of £8.30 per ticket to watch a standard 2d film?”
In response, Cineworld replied “How can you delete other peoples posts on Twitter? £8.30 is the ticket price, uncertain what justification you’re seeking”.
Well to be fair to Cineworld we’re not too sure what the whole deleting the tweet was all about, after all, unless Cineworld have magic powers that enable them to login and manipulate customer’s twitter feeds then this “mystery tweet” is nothing to do with them.
But during the tweet off which finally ended with Cineworld telling Alan to “Enjoy Odeon” there were plenty of sarcastic and child-like response from the cinema company.
Companies such as o2 have tried to inject their sense of humour in their tweets to unhappy customers and that’s worked well but it seems that Cineworld’s lame attempt to copy this tactic has just gone down as a massive fail. Alan has a decent question, just why are the cinema prices so expensive? We know they have to pay for the film rights but wouldn’t a packed cinema be more beneficial? To do that (as Alan pointed out to the brand) you need to lower the prices…so really, Cineworld should’ve been grateful to have a bit of an economy lesson for free rather than getting all snarky.
We just think if brands can’t master the simplest of customer service then they really shouldn’t have access to twitter.
As well as being Editor here at The Spin Alley, Rachael is also a freelance journalist and blogger covering lifestyle, travel, culture, entertainment, media and online life for online and print publications.