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Podcast: Today in Digital Marketing
Episode: Schadenfreude and Sympathy: Can Brands Win When Consumers Fight?
Description: If you manage your brand’s social media channels – particularly the replies to your post — you’ve probably seen the comments. One person complains about something, then a second person replies to THAT making fun of the original commenter.What do you, as the brand manager do? Do you hide the reply? Hide both? Or let them stand.The answer has largely depended on your brand’s personality and, sometimes, let’s face it, the mood that day of the social media manager.But what if there IS a right answer here — if we care about t...