Gone are the days when brands would shy away from interacting with customers on Twitter or respond only when there is a dispute related to a Twitter contest. We have recently seen Sony engaging with Tata Docomo, Godrej Expert and others in a pre-bash holi on Twitter. Very recently Twitter had witnessed the Flipkart and Amazon fun banter. However the taxi aggregator of the country, Ola Cabs set a new benchmark by not only giving an apt reply to a customer on discrimination but also by winning accolades on Twitter.
The interesting demand of a specific driver based on religion came up last night when a customer asked for a Hindu driver since he himself was Hindu. The original tweet has now been deleted by the customer.
The demand for choosing a car is not new but demand for choosing a driver is an interesting one in a democratic country like India. Ola Cabs took a stand on the issue, rather than ignoring, it replied that Ola doesn’t discriminate against drivers on the basis of religion.
@SVeerapaNaidu Sorry, we do not discriminate against our drivers on the basis of their religion.
— Ola (@Olacabs) April 6, 2015
The customer was quick to clarify that it wasn’t about discrimination but a customer preference. However it was too late and Ola had won the day on Twitter. Ola lost one customer but it gained a few more at least on Twitter.
@Olacabs Why Shld we see it as Discrimination instead of Customer Preference.
— Seelam Veerapa Naidu (@SVeerapaNaidu) April 6, 2015
@Olacabs My intention is not to hurt any one .
— Seelam Veerapa Naidu (@SVeerapaNaidu) April 7, 2015
— Mohamed Siddique (@sidm4u) April 7, 2015
— Priyashmita Guha (@priyashmita) April 7, 2015
— Pseudo AcheDin (@NikhilMoreV) April 7, 2015
Competitors have joined in to congratulate Ola on Twitter.
— Uber Delhi (@Uber_Delhi) April 7, 2015
— EasyCabs (@EasyCabsIn) April 7, 2015
The old saying that “Customer is god’ does not hold true anymore. In this social media age, brands have realized that hiding behind their logo will not make them social; they need to a take stand when required. This is what Ola has done and this move is being appreciated by netizens.
Some time back, Tanmay Bhat, Co-founder of Comedy collective AIB posted a joke on Zomato’s new logo. The food search app quickly came around with an equally humorous response, leaving Twitter-verse quite amused. Read “When Zomato Roasted AIB Co-Founder On Twitter“.
Ola has set a new benchmark and a bold voice on Twitter that matches the new age consumers.