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How do companies best respond to angry customers on social media? De-escalate the situation by actively listening to complaints and responding with empathy.
Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429221119977
Read the text of this episode here: https://www.ama.org/2022/08/30/how-companies-can-de-escalate-angry-customer-complaints-on-social-media/
Reference: Dennis Herhausen, Lauren Grewal, Krista Hill Cummings, Anne L. Roggeveen, Francisco Villarroel Ordenes, and Dhruv Grewal, "Complaint Deescalation Strategies on Social Media," Journal of Marketing. doi:10.1177/00222429221119977
Narrator and Producer: Marissa Lambert
The JM Buzz is a production of the Journal of Marketing and is produced by University FM.
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