O2 winning Twitter

Last week O2 had a major network outage in the UK.  As always happens these days, users took to Twitter to vent their frustration, as they have done with train companies, government ministers and more. What was different was how O2 responded - effectively acting like a real person - contrite apologetic, but also feisty.  I wrote about brand sarcasm a couple of weeks ago, and this was more brand sarcasm but on a massive scale, and in real time.

You can almost compare it to what Old Spice did, although this wasn't through a humourous character, this was the brand having one of the worst days of it's recent history.

Some examples:

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More here