The Simple Way to Avoid Social Media Failures
Harvard Business Review
AUGUST 3, 2011
This post is part of the HBR Insight Center Marketing That Works. Because it is informal, personal, and immediate, social media is well suited for apologies and brand damage control efforts. In 2009, Domino's was blindsided by a YouTube video showing two disgruntled employees contaminating the food they were about to deliver.
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