Managing Social Media Crises with your Customers The Good, the Bad and The Ugly

Managing Social Media Crises with your Customers The Good, the Bad and The Ugly

Info icon This preview shows pages 1–3. Sign up to view the full content.

View Full Document Right Arrow Icon
Managing Social Media Crises with your Customers: The Good, the Bad and The Ugly. “Managing Social Media Crises with your Customers: The Good, the Bad and The Ugly” Name of the student: Student identification number: Course tittle: Course code: Submitted to: Date of submission: 1
Image of page 1

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Managing Social Media Crises with your Customers: The Good, the Bad and The Ugly. Q1—Describe what the article says about how many customers are trying to use social media to get revenge. From the article, it is clear that majority of the customers resort to social media in order to revenge after being ignored or slighted by the company. They do this to express their frustrations as they can use the platform to express their dissatisfaction online without going through the formal complaint mechanism which takes a long process. Once one dissatisfied customer expresses his/her dissatisfaction online, other users build on each other’s comments and within a short time, the story goes viral and the company may lose control over the conversation. The customers will launch a complaint online and if they don’t get a quick response, they find a reason of spreading the word about bad service. Actually close to 21% of those aged between 18 and 34 years old say that they will retaliate on social media platform if their needs aren’t met. This is a very large number. Q2—Section 2 of the article describes 6 types of social media complaints (e.g., Directness, Boasting, Badmouthing, Tattling, Spite, and Feeding the Vultures). Briefly describe each of these social media complaints and give an example of each of them.
Image of page 2
Image of page 3
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern