I’ve long argued that controversial politicians need to avoid Twitter chats. Businesses can use these positively, but it depends on whether or not the business in question has a high degree of negative sentiment. You can now add Lane Bryant to the list of company’s which should avoid these promotional mechanisms.
It did not go well:
To their credit, Lane Bryant publicly expressed an acknowledgement that they had some issues to work on:
Not that women’s fashion is my area of expertise, but I had no idea that these kinds of issues existed with Lane Bryant. After reading some of the responses to this chat, I wonder if Lane Bryant did as well – I suspect not. To their credit, the company didn’t try to pretend that the negative feedback wasn’t happening: They acknowledged it, and pledged to work on it going forward. In that sense, this issue was well handled.
That being said, once again: Twitter chats can be very dangerous, and you have to make sure that you don’t have a high negative sentiment before engaging in one.