How do you stop a Twitter crisis in its tracks? Our own Katrina Jakobsze shares her insight in PR Daily:
In today’s world, customer service starts on Twitter.
Instead of waiting on hold for 30 minutes, fighting with an automatic answering service and praying to speak to an actual person, millennials are turning to social media to air their grievances.
It’s more efficient, but your brand is vulnerable.
When you receive negative customer complaints on Twitter, your organization is pushed into the spotlight. How you respond can make all the difference.
Here are three golden rules (and actions) to follow during your next online crisis: