Paul Gillin Interview: When Customers Attack on Social Media

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As a leader, you need to understand how social media crises occur, how to minimize your chances of an attack and what to do in the case of a customer attack. Paul Gillin recently wrote Attack of the Customers: Why Critics Assault Brands Online and How to Avoid Becoming a Victim. I spoke with Paul about his new book, these questions and more.

Questions Answered in the Interview

1. What should leaders do to minimize the chances of a social media crisis?

2. What is the first thing leaders should do in a customer attack or social media crisis?

3. What is the one thing leaders should never do during a social media crisis? 

Links Mentioned in the Interview

• Social Media Training programs
• Scott Monty (on Twitter)
• Skittles Facebook page
• UPS Facebook page
• Southwest Airlines Facebook page
• Constant Contact website

More from Paul Gillin

• Paul Gillin on Twitter
• Paul Gillin’s website
• Attack of the Customer’s Facebook page

Question:  What else would say is important for people to know about during a social media customer attack? Leave a comment here.