Tons to learn from the stellar job KitchenAid did at regaining control of, minimizing and resolving the social media issue they faced on October 3rd 2012.
What is it that I often talk about in terms of social media crisis communications? Let’s see (to name a few)…
Confront the situation head-on with no b.s.Quick and real-time responses and updatesCompassion, sympathy and transparencyHumanize your brandState what you’ve done or are doing to fix the situationState what you’re doing to make sure the situation never happens again
And what did Soledad do? She aced it all! Let’s take a look: