Today if a customer is dissatisfied with your product or service, they have many ways to vent their frustrations. The old adage that a satisfied customer will tell one person and a dissatisfied one will tell ten, needs to be revised in the age of Yelp and City Search. Today a dissatisfied customer will tell hundreds if not thousands of people about poor service at the click of mouse or a swipe on an iPhone.
You can learn a lot about how to use social media for your company by studying a company’s use of social media during a crisis.
The current PR crisis that BP is experiencing is a great example of both how to use social media and how not to use it. While there are numerous blog articles on the PR gaffes of BP and their clumsy use of social media, few drill into the details of what you need to do to avoid becoming another BP.
Today if a customer is dissatisfied with your product or service, they have many ways to vent their frustrations. The old adage that a satisfied customer will tell one person and a dissatisfied one will tell ten, needs to be revised in the age of Yelp and City Search. Today a dissatisfied customer will tell hundreds if not thousands of people about poor service at the click of mouse or a swipe on an iPhone.
