CHAPTER 15

Quelling a SocialMedia Firestorm

YOUR COOKIE COMPANY has always been ahead of the times, particularly when it comes to using social media with customers. You have a fan page on Facebook, a Twitter account, and a thriving online community where people post questions and answers about your products. If you were any more connected with your customers, you would probably have to move in with them.

One day, a customer posted a negative comment on your Facebook page, complaining that his last order from you arrived late. Worse, because his settings are set to only show your posts rather than to view everyone’s, he mistakenly thought you were deleting his comments. Outraged, he began mass-posting hateful comments about you online. Now what ...

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