Did you follow the media coverage about Sony and Amazon’s cloud security issues and the Qantaslabour dispute? What I found interesting about the coverage was the amount of focus given on the respective brand’s online response.In the cases listed above, the brand’s process was considered newsworthy. In the era of the social consumer, effective online communication is an important element of good customer service.Brands with an online/social presence need to refresh their traditional PR crisis management strategies to include socially enabled customers. Here’s some ideas how socialised brands can structure their online communications during a crisis.
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