The key point about social media is that every customer can now influence the reputation of your brand. Everyone with a broadband internet connection has been empowered to state their views and opinions about your brand.
So how do you best deal with social media problems that are affecting the reputation of your brand? Boeing recently had experience of this challenge and realised how important it is to reply by crafting messages with the right tone. It is important to show humility and honesty. And as other companies such as Amazon has realised there is a right way to sorry that will prevent a situation from being inflamed unnecessarily.
You can read more about what companies are learning in terms of how to best handle social media challenges to their reputation here.
If you are interested to learn more, you might wish to get in touch with us to participate in one of our social media crisis management workshops.