Whitney Duenas Richardson

1:45 p.m,–2:30 p.m. PT — Thursday, October 24, 2024

Panel: Strategies for Handling Crisis, Serving Customers, and Managing Negativity on Social Platforms

In today's digital landscape, brands must be prepared to manage crises, navigate customer dissatisfaction, and respond to negative sentiment on social platforms. This session will explore how leading companies handle such challenges, sharing insights into decision-making frameworks, cross-functional collaboration, and best practices for crisis management. Panelists will discuss how to balance the need for rapid response with thoughtful, strategic action, all while maintaining the well-being of your social media team. Learn how to safeguard your brand’s reputation and effectively serve your customers even in the toughest situations.

Key Takeaways:

• Develop decision-making frameworks for determining when and how to respond to negativity online.
• Explore cross-functional collaboration strategies to ensure the right teams are involved in crisis response.
• Understand the importance of governance policies and regular audits of your social media crisis plan.
• Discover escalation best practices and the key roles within a crisis response team.
• Gain insights into social listening tools that can inform and improve your crisis management strategies.