Imagine a customer has an “experience”with your brand

My “experience”

2.3 million hits

BAD“experience”

Broken guitar

gives customers a voice

soc al med a

DevelopCORE

message

Simpleand

measurable

Quick Reply

Was his promise measurable?

Yes

Everyone

On the same page

First hand

Second hand

Transparencyis

KEY

NEVER say“No Comment”

DELEGATE a spokesperson

Establish

Media channels

Create a

central meeting

place

Listen

• Say sorry• Admit mistake

• Discuss how you resolved the issue• Explain future steps

How to

patch it up

Monitor conversations

“If I had eight hours to chop down a tree. Iʼd spend six hours sharpening my ax.”