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Paul Gillin: Attack Of The Customers

  • Broadcast in Business
Wayne Hurlbert

Wayne Hurlbert


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Speaker, online marketer, and co-author of Attack of the Customer: Why Critics Assault Brands Online and How to Avoid becoming a Victim, Paul Gillin, describes how in this social media age, angry customers actively attack companies with their grievances. Paul Gillin provides analysis of who the attackers are, what motivates them to take action, and how and where they deploy their assaults. Paul Gillin also shares ideas for addressing attacks effectively, and even better, how to prevent the attacks from taking place at all. For companies who fail to address the concerns of their customers, who feel simply having a social media presence is good enough, and who think their standard crisis management is good enough, Paul Gillin points out they are in for a rude awakening. Paul offers an alternative of building an attack resistant company that engages and listens to customers, addresses their concerns, and establishes a customer focused organizational culture.