Crisis Communications and the Volatile Customer on Social Media

We don’t often associate customer service with crisis communications. However, in the age of social media, a single unhappy customer can quickly damage a brand’s revenue and reputation.

Over the years in this blog, we have reviewed countless case studies of how customers on social media have leveled serious allegations against companies. Cancel culture is the latest variation of what we’ve long called “The Volatile Customer.”

Social media gives unhappy customers a platform to becoming more volatile in their criticism of your brand. Volatile doesn’t need to imply physical harm, because words and complaints and truths going viral can fan the flames of volatility. A great brand treats an upset customer with care before they reach the point of lashing out on social media. Good customer service turns your volatile customer into a brand ambassador. You want brand ambassadors.

A single, angry “volatile” Tweet or post on Facebook can go viral, creating the opportunity for more and more people see the post and chime in. They relate to the post. They share their own, bad, customer service experience with the brand. Soon, the conversation explodes. The criticism can’t be silenced.

In the world of crisis communications, some people will push this off as issues management. Others say it falls into customer service. Some think the social media team should handle this.

We suggest you treat every dissatisfied customer as a potentially volatile customer who can convert an unhappy customer experience into a monumental crisis. Your organization needs to have a team ready to handle this sort of situation. A proper crisis communications plan can be your guide in managing the expectations of your audience.

We’re putting this topic front and center in the coming years, because a volatile customer can do unlimited damage to revenue, reputation and brand. That’s why we’ve launched our newest keynote, “The Volatile Customer.”

If your team generally focuses on sales and customer service, they need to be aware that Cancel Culture is just one bad customer experience away.

To schedule a complimentary, confidential call with me to discuss your organization’s vulnerabilities to volatile customers on social media visit https://calendly.com/braud/15min

Crisis communications and media training expert Gerard Braud, CSP, Fellow IEC is based in New Orleans. Organizations on five continents have relied on him to write their crisis communications plans and to train their spokespeople. He is the author of “Don’t Talk to the Media Until…”

More crisis communications articles:

15 Questions to Ask Before You Use Facebook for Crisis Communications

Can You Handle a Crisis When it Hits by Winging It?

Crisis Management Lessons from Hurricane Katrina vs. COVID19

Photo by Glen Carrie on Unsplash