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In case you missed it, earlier this week, a Twitter revolt took hold after the family of a woman killed in a car crash wrote a blog post criticizing the way Progressive Insurance fought to avoid paying a claim. 

Aside from the horrifying consequences of the accident, the ordeal exposed just how tone-deaf even big businesses can be when it comes to social media.
Sarah Picchi's profile photoDeluxeSocial's profile photo
Yep. More companies need to realize that the nature of social media commands more immediate, sincere response than the typical boilerplate used in other crisis control channels.
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