Social media users have an immediate, extended brazil whatsapp number reach. Cancel culture can have a seriously disruptive effect on businesses. You should address it swiftly and thoroughly.
PR Crisis Management Ebook
Public Customer Service Issues
Social media is a great additional customer service channel. But consumers can express problems with your company in a very public forum. This directs a great deal of scrutiny from current and potential customers.
Example: United Airlines kicks off a passenger
One glaring example is the United Airlines crisis that took place in 2017. In a case of customer disservice, security forcibly removed a doctor from an overbooked plane. The doctor had objected because he needed to see a patient. People filmed the incident and a video went viral. It got 6.8 million views in less than a day. It’s no wonder — the doctor’s face was bleeding as security dragged him off the plane.
This sparked a huge uproar. It even drew a harsh comment from President Donald Trump. The uproar was escalated by the airline’s CEO. He tried to defend his company’s customer disservice. As a result, the value of United Airlines’ shares plummeted.
