Iggy Azalea had a gripe to handle before heading to this year’s Grammy Awards, and she took to social media to settle the score. After an issue with a Papa Johns Pizza employee who, according to Azalea, distributed her personal phone number to family members, Azalea tweeted at Papa Johns searching for answers.
. @PapaJohns was my favorite pizza but the drivers they use give out your personal phone number to their family members.
— IGGY AZALEA (@IGGYAZALEA) February 8, 2015
Papa Johns responded to the tweet, but the response was far from what any patron searching for quality customer service would want in return. Taking advantage of the social media moment, Papa Johns completed their response with hashtags referencing Azalea’s lyrics. The response did nothing to suggest a settlement of the issue, had no mention of policy or procedure and made it clear to followers that the issue was not being taken very seriously.
@iggyazalea #We should have known better. Customer and employee privacy is important to us. Please don’t #bounce us!
— Papa John’s Pizza (@PapaJohns) February 9, 2015
Azalea continued her protest on Twitter bringing up what, I believe, to be very relevant points about the issue of protecting customer privacy.
When an employee steals information it’s called data breach. It’s illegal. There are steps a corporation is supposed to follow afterward.
— IGGY AZALEA (@IGGYAZALEA) February 9, 2015
They don’t include tweeting out song lyrics to the customer making the complaint, it’s really unprofessional. I want a real answer.
— IGGY AZALEA (@IGGYAZALEA) February 9, 2015
In a day and age where everything ends up online and celebrities are having their privacy breached more than ever, sensitivity and attention to this issue would have been best. Brands and social media managers must be aware that while not everything is a crisis, having a scene play out before the public requires careful handling. Papa Johns may be a respected brand with a loyal following and customer base, but if this is how they treat a public figure, imagine how the situation would be handled with a non-celebrity customer.
Overall, the response makes Papa Johns look unprofessional and reflects poorly on their customer service standards. There was no public resolution made to the original issue.
But the real winner of the night? Definitely DiGiorno Pizza, who decided to interject themselves into the end of Twitter feud.
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