I was recently asked to give a guest lecture on customer service for a class at the Université de Montréal. Does this strike you as odd? I mean, what does customer service have to do with crisis management? The truth is that your organization’s customer service representatives play a big role within your brand’s issues […]
Interview with Dave Carroll: How Businesses Can Protect Themselves From Social Media Crises
United Breaks Guitars is a case study that I talk about often – as do many companies, organizations and speakers. It’s a case that shows the power of each individual person in the age of social media and is used in training courses and crisis preparation strategies all around the world. Dave Carroll, the guy […]
Helping the Victims of Another Company’s Social Media Crisis: How Taylor Guitars Increased their Sales Volume by 25%
Note from the editor: This is the first of a two-part series on helping the victims of another company’s social media crisis and providing them with a solution to their problem. Read the second part of this series here. A crisis is a hectic time for everybody involved. But what about when you’re not involved? […]
