social media book reviewsDo you listen to customer conversations about your brand online? If so, how do you respond to those conversations?

Listening on the social web isn’t hard to do.

What’s hard is creating an effective response system so that when something goes wrong (and it will!), a crisis can be averted, or at least resolved quickly and transparently.

The Johnson & Johnson “Motrin Moms” Crisis

Unfortunately, Johnson & Johnson learned this the hard way.

In November 2008, the giant pharmaceutical company created a Motrin ad for moms who experienced regular back pain from carrying their babies in backpacks, slings, carriers and so on.

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social media expert interviewIn this video I interview Michael Brito, the author of a great new book, Smart Business, Social Business.

Michael is also the SVP of Social Business Planning at Edelman Digital.

Michael shares insights into the key factors that influence how larger businesses can benefit from engaging in social media, and how these activities should be managed.

Be sure to check out the takeaways below after you watch the video.

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