How in the world could this have happened?!
It’s the middle of the night where you are but it’s early afternoon someplace else, where a group of angry customers is mounting an offensive against your brand. Negative videos have gone viral and a barrage of inflammatory tweets and Facebook posts are being hurled in your direction. Rage spills over to other social networks and influential bloggers are decimating your reputation. The social media crisis is quickly spreading, but you are silent.