ABSTRACT
Chapter 6 accounted for three steps that help managers build resilient leadership from a social media storm experience. The Copenhagen Zoo company case illustrates empirically throughout this chapter how organizations can craft their responses and actions in a reflective way to inspire companies to rethink business-customer interaction in a social media storm context. The question is how to interact with stakeholders before, during, and after a social media storm to create value for customers, the company, and society.
After having read this chapter, you will:
Be introduced to a cognitive framework of four types of business-stakeholder interaction;
Be equipped with four purposeful social media strategies that can help you rethink business-stakeholder interaction before, during, and after a social media storm.
