Marketing in Digital Space
Garima Jain
Module 4: Handling Crisis in Digital Space
A fairy tale?
©Garima Jain
www.youtube.com/watch?v=vDGrfhJH1P4
Case Study: Ford Figo
©Garima Jain
Proactive Strategy For Crisis Management
©Garima Jain
1. Monitor
2. Listen
3. Respond
Case Study: American Apparel
©Garima Jain
Proactive Strategy For Crisis Management
©Garima Jain
1. Monitor
2. Listen
3. Respond
Case Study: FedEx
©Garima Jain
http://www.youtube.com/watch?v=RR_firhtoPM
Case Study: FedEx
©Garima Jain
http://www.youtube.com/watch?v=4ESU_PcqI38
Case Study: BlackBerry
©Garima Jain
#DearBlackberry
Case Study: BlackBerry
©Garima Jain
#DearBlackberry
Case Study: BlackBerry
©Garima Jain
#DearBlackberry
Case Study: BlackBerry
©Garima Jain
#DearBlackberry
Case Study: BlackBerry
©Garima Jain
http://www.youtube.com/watch?v=zQ1esvGae_s
Takeaways
©Garima Jain
1. Understand how social media works and what (doesn’t) works on
social media
2. Get a moderation p...
Thank you!
©Garima Jain
Visit the Learning section
on InsideIIM.com for other
parts in the series!
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Marketing in Digital Space-Module 4-Handling crisis in digital space

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Marketing in Digital Space-Module 4-Handling crisis in digital space

  1. 1. Marketing in Digital Space Garima Jain Module 4: Handling Crisis in Digital Space
  2. 2. A fairy tale? ©Garima Jain www.youtube.com/watch?v=vDGrfhJH1P4
  3. 3. Case Study: Ford Figo ©Garima Jain
  4. 4. Proactive Strategy For Crisis Management ©Garima Jain 1. Monitor 2. Listen 3. Respond
  5. 5. Case Study: American Apparel ©Garima Jain
  6. 6. Proactive Strategy For Crisis Management ©Garima Jain 1. Monitor 2. Listen 3. Respond
  7. 7. Case Study: FedEx ©Garima Jain http://www.youtube.com/watch?v=RR_firhtoPM
  8. 8. Case Study: FedEx ©Garima Jain http://www.youtube.com/watch?v=4ESU_PcqI38
  9. 9. Case Study: BlackBerry ©Garima Jain #DearBlackberry
  10. 10. Case Study: BlackBerry ©Garima Jain #DearBlackberry
  11. 11. Case Study: BlackBerry ©Garima Jain #DearBlackberry
  12. 12. Case Study: BlackBerry ©Garima Jain #DearBlackberry
  13. 13. Case Study: BlackBerry ©Garima Jain http://www.youtube.com/watch?v=zQ1esvGae_s
  14. 14. Takeaways ©Garima Jain 1. Understand how social media works and what (doesn’t) works on social media 2. Get a moderation process in place and escalate/respond to any issue as soon as possible after its occurrence 3. Respond to everything, do not delete anything (except spam)– even negative comments. 4. Be sincere with your customers.
  15. 15. Thank you! ©Garima Jain Visit the Learning section on InsideIIM.com for other parts in the series!

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