"Act fast to turn it into a case study in accountability. Acknowledge the issue publicly to show you're listening, then address the root cause privately with the dissatisfied customer. Transparency is your ally—share steps you're taking to resolve the issue and prevent recurrence. Turning a complaint into a case study of accountability can strengthen, not tarnish, your reputation." - Col. Rafael Marrero
"Today, the risk of a dissatisfied customer's complaint going viral is known and belongs to the owners of reputation management strategy. AI tools make the viral component more accessible, so more attention should be paid to counteracting their impact. Crisis communication best practices remain the same: immediate response, transparency and addressing the issue." - Oksana Matviichuk
"People love when brands are vulnerable and authentic in moments like this and will even come to your defense. Don't let the C-suite issue a generic statement about 'continually striving to meet the needs of our customers'—be real and own the mistake." - Anonymous Expert
#reputation-management #customer-complaints #crisis-communication #brand-accountability #social-media-strategy
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