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How to Manage Social Media Crisis?

Introduction

The context of human interactions has been changed dramatically by the internet, and it’s critical to understand how the change influences businesses. Today a bad customer experience spreads like butter on a hot toast. Sharing information has never been easier, which brings difficulties to manage a social media crisis.

Internet users can easily spread negative information about your brand and the message can have a snowballing effect thanks to shares and retweets.

A few decades ago if a customer is harmed or unsatisfied with service or product, he tells his relatives, friends, colleagues. The approximate level of spreading negativity towards a brand was limited by a number of people the person knows.