They say a happy customer will tell one friend about their experience. But one unhappy customer will tell one hundred others. Which is why brands need to be in touch with the customer base – so that the brand’s reputation isn’t harmed. However, no matter how much preparation goes into brand management, the unthinkable can sometimes happen so it is important to have plans in place to address …

Source:Internet Marketing 101: How to prepare for bad press (BizReport)