Complaint De-escalation Strategies on Social Media

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.