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SPIKE your Brand ROI: How to Maximize Reputation and Get Results by Adele R. Cehrs

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Don't Spin Out of Control, Manage the Viral Spiral

“When you face a crisis, you know who your friends are.”

—MAGIC JOHNSON

When it comes to handling a viral spiral, a SPIKE that has gotten out of control, organizations need to make sure they prepare ahead of time. This will save headaches, panic, and money down the road. A viral spiral is when a customer service issue, idea, or announcement creates a brand mutiny. These types of viral spiral SPIKEs happen more now than ever before because your audience has more power and influence over your brand's voice. While not impossible to control or predict, these online incidents are serious and must ...

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