WOM legend insists that a good experience will be shared with 5 friends whereas details of a bad experience will be shared with a circle double the size. This blog article on Influential Marketing
looks at steps you can take to limit damage from a ‘blog crisis’ (NB- Prevention is better than cure!)

On seeing this I had wanted to put this onto the Rubber Republic blog, but think the article is probably pertinent to all our companies.

In short, here’s what Rohit suggests:

1. Identify the participants.
2. Evaluate the conversation.
3. Respond authentically.
4. Publish your point of view.
5. Monitor and respond to the conversation.

(Number 3 being the most important) (Or is it?)