For most brands, social media ROI means “return on investment.” But for some brands, it also means “rescue of image.” According to Debbie Curtis-Magley, Director of SAP Cross-Cloud Social and Community at Ariba, social media can be a great tool for influencing positive word of mouth about your brand. You just have to use it carefully.
In her presentation at SocialMedia.org’s Brands-Only Summit, Debbie discusses the do’s and don’ts of social media crisis management using three different scenarios as case studies. She outlines approaches to critical crises, employee misbehavior, and customer chaos.
In her presentation, Debbie also talks about:
- The role of social media in earning positive word of mouth
- How to integrate social media with customer service
- Why you should never respond to Internet trolls
Check out Debbie’s full presentation in the video below.
Download Debbie’s slide presentation here.