Harvard Business Review

How to Keep Complaints from Spreading

RepTrak in the News16 Apr, 2020

"Managing These Incidents is a Full-Contact Sport" - An Interview with Stephen Hahn-Griffiths, Executive Vice President, The RepTrak Company ...If someone is expressing real anger in the heat of the moment, the firm needs to conduct a risk assessment to identify the right response; it needs to understand what is being said and by whom. Is the person an influencer of the online community? Is this a storm in a teacup or potentially a full-scale firestorm? These fires flare up fast, so firms have minutes—occasionally a few hours—to make a judgment call...

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