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Attack of the Customers: Why Critics Assault Brands Online & How to Avoid Victimization

Yesterday’s Biznology® Webinar by Paul Gillin was about how to prepare for and prevent social media attacks on your brand.  That Facebook page you set up to promote your business might just become your biggest headache. Customers who used to suffer frustration in silence now have a voice, and they’re taking their opinions to the whole world. Customer attacks on brands via Twitter, blogs, Facebook, and many other outlets are skyrocketing, and the task of protecting brand reputation has become one of the top concerns of corporate executives and marketers.

You no longer have the luxury to think. Attacks can go viral in hours, and your response has to be in real time. The good news is that angry critics can become raving fans when handled skillfully, and vocal customers can make your business better. About 90% of angry customers can be satisfied with a little TLC.

Photo credit: Automotivespace

In this free 30-minute Biznology® Webinar, Paul Gillin explains:

  • How customer attackers use social media to build momentum for their cause
  • The five most common mistakes businesses make when responding to critics
  • How to prevent the most common attacks


Thanks to all our sponsors:

BarnRaisers LLC

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Mike Moran

Mike Moran is a Converseon, an AI powered consumer intelligence technology and consulting firm. He is also a senior strategist for SoloSegment, a marketing automation software solutions and services firm. Mike also served as a member of the Board of Directors of SEMPO. Mike spent 30 years at IBM, rising to Distinguished Engineer, an executive-level technical position. Mike held various roles in his IBM career, including eight years at IBM’s customer-facing website,, most recently as the Manager of Web Experience, where he led 65 information architects, web designers, webmasters, programmers, and technical architects around the world. Mike's newest book is Outside-In Marketing with world-renowned author James Mathewson. He is co-author of the best-selling Search Engine Marketing, Inc. (with fellow search marketing expert Bill Hunt), now in its Third Edition. Mike is also the author of the acclaimed internet marketing book, Do It Wrong Quickly: How the Web Changes the Old Marketing Rules, named one of best business books of 2007 by the Miami Herald. Mike founded and writes for Biznology® and writes regularly for other blogs. In addition to Mike’s broad technical background, he holds an Advanced Certificate in Market Management Practice from the Royal UK Charter Institute of Marketing and is a Visiting Lecturer at the University of Virginia’s Darden School of Business. He also teaches at Rutgers Business School. He was a Senior Fellow at the Society for New Communications Research and is now a Senior Fellow of The Conference Board. A Certified Speaking Professional, Mike regularly makes speaking appearances. Mike’s previous appearances include keynote speaking appearances worldwide

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