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.