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On the internet, bad reputation both stinks and sticks. Once a customer’s bad experience becomes viral, traces of it might follow your organisation for years to come, and the story might be resurrected just when you feel that it has gone away forever more.
Five, six or ten years ago, companies that delivered terrible customer experience could have perhaps be forgiven for not realising that the internet had the tendency of tattooing certain stories in the minds of millions of people who will in turn never forgive or forget.
Today however, there is no longer an excuse….Read more on Social Media and reputation lawyer’s blog
By: Yair Cohen
- Social Media For CEOs: I’ll Frame The Debate – You Decide (ceo.com)
- JC Penney Handled Their Hitler Teapot Debacle Like a Pro (melissaagnescrisismanagement.com)
Many targets of internet trolls tell a similar story. It begins when they unintentionally say something that acts as a trigger. They are then surrounded by an amorphous mob that rapidly closes in on them. Many of the victims will never forget the loud silence of the majority—all the members of the social media forum who ignored their distress.
With a few notable exceptions, internet trolls appear to prey on female targets. There is also evidence…..
Read full article on Social Media Solicitor blog