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.

Small design changes to insurance marketplaces can lead to better consumer decisions.  Read the full Journal of Marketing article here: https://doi.org/10.1177/00222429221119086  Read the text of this episode here: https://www.ama.org/2022/08/23/how-minor-changes-in-choice-architecture-can-improve-health-insurance-product-choices-and-costs/  Reference: Benedict G.C. Dellaert, Eric J. Johnson, Shannon Duncan, and Tom Baker, "Choice Architecture for Healthier Insurance Decisions: Ordering and Partitioning Together Can Improve Consumer Choice," Journal of Marketing. doi:10.1177/00222429221119086  Narrator and Producer: Marissa Lambert The JM Buzz is a production of the Journal of Marketing and is produced by University FM.