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

More from Paul Gillin

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


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Ben Lichtenwalner

Ben Lichtenwalner is the founder and principal of Modern Servant Leader and Radiant Forest, LLC. He has studied and promoted servant leadership awareness and adoption for over 20 years. He is the author of 2 leadership books and has 2 decades of corporate management and leadership experience. His corporate experience spans CIO, VP, Director, and many management roles at Fortune 500, INC 500, and Nonprofits. Ben’s education includes a B.S. in Management Science & Information Systems from Penn State University and an MBA from Lehigh University. Ben's Full Profile Here: About Ben Lichtenwalner

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