Social media has the potential to tear down your brand’s hard-earned online reputation. But it also can turn your brand into a household name for handling a crisis well and your commitment to customer experience. In this video, let’s look at what is a social media crisis and top tips for crisis management. You will also find brilliant real-world examples of how popular brands survived a social media storm.

0:00 Introduction
0:30 Social media crisis management tips
0:42 Tip #1 Step 1 of surviving a social media crisis
1:14 Tip #2 Checking a crisis before it blows up
1:41 Tip #3 Communicating right to survive the storm
1:45 How an airline brand survived a social media crisis
2:39 How a brand turned a crisis into an opportunity
3:11 Tip #4 Listening to what customers are telling or not telling you
3:35 Tip #5 Managing disappointed customers
5:29 Summary & conclusion

The first step to take for social media crisis management is to have a plan in place. To avoid scrambling to mitigate the crisis at the last minute, especially when each second counts on social media, have a plan of action ready for the eventuality with clearly-defined processes, roles, and responsibilities for various scenarios.

Another tip when battling a social media crisis is to communicate proactively with all stakeholders. You will need to act quickly and transparently to win their trust.

Check out the video to see how a popular airline won customers’ hearts with how they handled cancellations during the COVID-19 pandemic.

Using the right tone is another must-do for social media managers keen on averting a brand reputation crisis. You can neither seem too friendly or too business-lie so find the right balance keeping with your brand voice without getting too defensive or confrontational.

If you want to take inspiration from brands that got the tone right when fighting a social media crisis, check out this video to find a social media crisis management example that is sure to leave you chuckling away.

Of course, no social media crisis management game plan is complete without processes and tools to monitor all the relevant channels like a hawk. You can use social media listening tools such as Sprinklr to stay on top of your brand mentions and sentiment.

And of course, it goes without saying that the world’s most lovable brands are humble in their social media interactions, especially during a crisis. It’s best to apologize and make amends.

If you would to learn more about crisis management strategies, do reach out to us. We’ll be happy to help. You can request a demo here [ Ссылка ].

You can also check out our detailed blog to learn about strategies to mitigate the impact of social media crisis: [ Ссылка ].

Thanks for tuning in! And, as always, we'll catch you again in the following video.

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About Us:

At Sprinklr, our mission is to enable every organization on the planet to make their customers happier.

Sprinklr is the leading enterprise company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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