Keep a daily check on all of your social media properties in order to counter any situation that arises at the same moment. In this case socialmediamentions.com and other similar tools are found to be quiet helpful.
Be Responsive provides a feedback to your consumers as they talk about you, leaving them clueless can make it go viral, where situation might get out of control. Always remember your competitors are watching you.
Reply positively because many little matters have turned into crisis because of defensive statements of the organizations and keep your dialogue positive.
Analyze and Document all such situation ever occurred and keep a track of your improvement based on consumer’s feedback.
This will also help you in developing good strategies and training material for your future employees in future.
Refer to some case studies related to social media crisis of bigger brands as it will help you to understand the problem and how did they managed to recover their reputation.
Posted by martin Rabbett in Social Media