There have been countless examples of businesses not understanding the power and speed that social media can turn something from minor irritation into full scale PR disaster. Here’s an excellent example of the importance of responding to a social media crisis before it is too late. A YouTube user uploaded a video of a FedEx [...]

So you messed up. Big. How do you explain your company’s misstep to the public? Back in july 2011, Netflix raised its rates by 60 percent for customers who subscribe to its DVD and streaming video services. Customers were outraged. Hundreds of thousands of people canceled their subscription, and Wall Street responded by punishing the [...]

Cameras are everywhere thanks to cheap electronics and smartphones. When a Comcast technician fell asleep on a customer’s couch waiting on hold for over an hour with his own company’s phone support, the disgruntled customer took a long video of this uninvited, overnight guest. The customers ensuing video, complete with soundtrack (“I Need Some Sleep,” [...]

One of the key benefits of social media is that your messages can reach more people faster. But this also means that your mistakes can too. Whether you accidentally tweet an insensitive message or a customer posts a disparaging video about your product, don’t panic. The key is to leverage the misstep to your advantage. [...]