Forbes: Going Viral For Negative Reasons

When negative stories go viral on social media, brands that fail to thoughtfully react risk losing trust, reputation and sales. With the pressure of the spotlight on them, some make a bad situation worse with poorly timed, insensitive responses. Members of Forbes Agency Council discuss common mistakes brands make in managing viral narratives on social media and how to ensure negative online attention doesn’t turn into a full-scale crisis. Jordan Edelson, CEO of Appetizer Mobile, stated, “A big mistake viral brands often make is simply apologizing, with no action plan provided in the apology itself. When brands do this, it shows no empathy and often backfires, as it leaves the door open for more questions from its customers and user base”. To read the entire article, you can visit the following link: https://www.forbes.com/sites/forbesagencycouncil/2024/07/18/20-mistakes-brands-make-when-they-go-viral-for-negative-reasons/