The Need for a Social Media Firestorm Policy


 
Online Corporate Reputation > Forum Log in

The Need for a Social Media Firestorm Policy
Kevin Timpy, Turnaround Manager, United States, Member
Social Media Policy Companies aren't really set up to interact efficiently with individual customers. Companies are organizations, filled with teams of people, doing their particular tasks.

Companies have lots of customers. Individual customers can, and do, get upset, when the company disappoints them. Now, thanks to the many channels available to them, customers - even one customer - can make a big stink, in a big hurry. Marketers need to react quickly, and in the right way.

This is a big problem for everyone right now, particularly in marketing and customer service. Unfortunately, I see more "head in sand" behavior than a mature recognition that this is a problem that must be handled, and not just at the tactical level.

C-level executives aren't thinking of social media strategically, and they haven't thought through what they should do if they suddenly find themselves in a social-media firestorm.
Instead, they are thinking of social media as ano...
 

 























 


Special Interest Group Leader

Online Corporate Reputation
Summary
Forum
Best Practices

Expert Tips

Resources



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2018 12manage - The Executive Fast Track. V14.1 - Last updated: 16-10-2018. All names of their owners.