The Internet gives angry customers a megaphone; even one angry one can do a lot of damage. Here’s how to defend your company and defuse a crisis.
While the Internet has made global commerce a reality, the online social services it spawned have also provided a worldwide megaphone for dissatisfied customers. From Bank of America’s reversal on debit card fees to Apple’s “antenna-gate” to Netflix’s pricing plan backlash, companies have struggled to respond effectively in the social space.
Where do they go wrong? In almost every case, they forgot one of these five rules of online customer service.
