6/30/2010

Negative perceptions count for more than positive perceptions when it comes to shaping your brand's buzz. So when your company messes up, it's essential to apologize swiftly and effectively, notes Michael Kelly. That means looking beyond simply an apologetic tweet, Kelly says, and taking real steps to fix the problems you're apologizing for. "Look at this as an opportunity to greatly increase the effectiveness of the entire organization," he advises.

Full Story:
MarketingProfs

Related Summaries