In the age of social media, one customer with an ax to grind could cost your business thousands of dollars and do irreparable damage to your brand.
Over the years there have many examples of businesses being exposed to tremendous attacks on social media. A few years ago the police had to get involved to stop a group called ‘Bahamian businesses that suck’ because it was doing so much damage.
That group grew from a few members to tens of thousands in just a few days.
Although the benefits of the digital era are undeniable, there can be a dark side for businesses that are unaware or unprepared.
I came across this infographic of key tips on how to manage a social media crisis from the team at Meltwater. You can use it to map out your own strategy.