What to do when your brand gets burnt online
Posted on 12. Jul, 2007 by Jonathan Cherry in Branding
Following on from our previous post on Bad Service:
"When the Web turns against them, executives are faced with the problem
of how to manage the blowback. They have two choices: ignore the
smaller furies and hope they won’t metastasize, or respond outright to
the attacks. It’s rarely a good idea to lob bombs at the fire-starters.
Preemption, engagement, and diplomacy are saner tools.”
Read the full article with solution: Web Attack – Business Week
Via Flickr & Anders Denken
One Response to “What to do when your brand gets burnt online”
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antfarm
12. Jul, 2007
The thing about blogs is that they’re like soapboxes. Anybody can have one, but to gather a following you’ve got to be saying interesting stuff. Even better, controversial stuff. (And on the web… a following can get quite large…)
“Millions of dollars are being spent discussing whether or not to respond on the web.” Get with the program people! Fast responses to genuine concerns will win hearts’n'minds.