Today, Social is an advantage and a challenge.

Marketers are watched out by their prospects and customers all the time and they need to be very cautious while using social media as a marketing platform.

Econsulatncy’s Nikki Gilliland has shared examples of four brands who dealt with social media crisis.

Gilliland says, “Social media crises can occur for a variety of reasons, ranging from accidental Tweets to massively misjudged marketing campaigns. And as we all know, they can spiral out of control incredibly fast. As a result, it’s important for brands to create a plan of action, including guidelines on how to act and respond both publically and internally.

You can use Econsultancy’s new Social Simulator tool to test your own crisis plan. Meanwhile, here’s a bit of analysis on how some of the biggest brands in the world have reacted in the face of a social media storm, and why their strategies did or did not work.

British Airways

Brands often use social media to update or apologise to customers about a problematic service. This also means brands open themselves up to a surge of criticism – with users taking the opportunity to reply saying exactly what they think”.

How big brands coped with social media crises

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