Brand Reputation Management: How to Clean Up An Online Crisis

By: Shama I was recently asked by an AllBusiness.com reporter to comment on how a business can deal with a social media crisis. Here is the full article on How to Clean up a Social Media Crisis. I also wanted to share my original responses. Much of this is based on online reputation management services we provide for clients. How important is it for business owners to learn how to manage customer complaints on social media? It is absolutely crucial that small business owners learn when and how to manage customer service issues on social media. As consumers, we are giving new meaning to the phrase “I want it my way.” In an era of instant happy meals and books delivered to your device faster than you can blink, our expectations as consumers have gone up. On the flip side, as business owners we have to meet that demand. Your customer may prefer to call your toll-free number or send you an email or chat with you live on your website or send you a message on Twitter. Yes, the list is long. But, the goal is to provide your customers with choices, because as consumers we will settle for…

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