Securing the Clicks Network Security in the Age of Social Media

Reducing Reputation Risks with Incident Management

Risks to reputation generally occur when consumers publish their concern over defective products, poor service, or grievous customer service. This also means that most issues can be controlled—or avoided altogether—by implementing business processes that ensure consistent quality in the delivery of products, services, and customer service through social media channels with quality engagement before, during, and after the crisis.

A company can identify failures in service and customer service at the delivery point, before a consumer has had time to post their grievance. Most problems can be resolved on the spot by empowering employees to identify and resolve issues during a crisis—before the customer ...