From the course: OMCA™ Certification for Digital Marketers Cert Prep

Unlock the full course today

Join today to access over 24,900 courses taught by industry experts.

Developing reputation management and response

Developing reputation management and response

From the course: OMCA™ Certification for Digital Marketers Cert Prep

Start my 1-month free trial Buy for my team

Developing reputation management and response

“

- [Instructor] Social media has given customers many more ways to complain about your company. So how do you deal with negative reviews or bad press? First, develop a response plan. Think of all the things that could happen to your company, from a bad review to a crisis situation. It could be a change in leadership or an acquisition, anything where there will be questions or speculation both in the media and in social media. Consider all of these options and the types of responses or statements that can be made. In addition, identify the roles necessary for specific responses. Who will oversee a customer service response and what type of situation would require another level of response or authority or approval? Having a specific spokesperson or communication within an organization allows the company to have an organized, consistent voice. Preparation is the key, as a response plan can alleviate the stress, guesswork and…

Contents