All rights reserved... All rights reserved... The role of social mediaIGNITE AMPLIFY SUSTAIN Role of social media CPC & 6 © 2015 CPC & Associates Ltd.. All rights reserved... All righ
Trang 1CPC &
NEGATIVE SITUATIONS
Trang 2© 2015 CPC & Associates Ltd All rights reserved
Trang 4• Political pressure
• Regulatory changes
• Religious/cultural/political controversies
Traditional Achilles Heels
© 2015 CPC & Associates Ltd All rights reserved
Trang 5• Reviews & customer service
• Marketing & social media programs
• Inappropriate employee behavior/comments
• Whistleblowing
• Confidential/proprietary information
• Privacy
• IP: impersonation, copyright, trademarks
• Rumors, misinformation, disinformation, defamation
CPC &
New Achilles Heels
Trang 6The role of social media
IGNITE AMPLIFY SUSTAIN
Role of social media
CPC &
6
© 2015 CPC & Associates Ltd All rights reserved
Trang 8I The furious customer
Three common scenarios
8
CPC &
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Trang 20© 2015 CPC & Associates Ltd All rights reserved
Trang 22© 2015 CPC & Associates Ltd All rights reserved
Trang 24CPC &
Contact approaches
24
• Direct & public
• Direct & private
• Indirect & public
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Trang 25CPC &
Trang 26The new, new media culture
be controversial
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Trang 30© 2015 CPC & Associates Ltd All rights reserved
Trang 32© 2015 CPC & Associates Ltd All rights reserved
Trang 33Be interesting
Trang 34Be interesting
34
© 2015 CPC & Associates Ltd All rights reserved
Trang 36© CPC & Associates
CPC &
Questions
Trang 37THANK YOU
CPC & Associates Ltd
3/F Nam Wo Hong Building
148 Wing Lok Street