How to keep it real and counteract bad buzz

11/17/2011 | SmartBrief/SmartBlog on Social Media

Every brand attracts negative buzz from time to time, and smart marketers have plans in place to push back against their critics, Andy Sernovitz writes. Respond quickly, and be sure to sound like a human being rather than a machine. "The easiest way to turn a little negative word of mouth into a full-blown crisis is to respond like a stilted, corporate PR robot," Sernovitz writes.

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