All apps and websites have technical glitches and bugs! After-all, they are created for & by human-beings and if there were no bugs, there would be no complaints and scope for ORM (Online Reputation Management).
So what happens when a customer picks a screenshot and points a bug in your tool? Well most social media executives would say sorry with an apology to close the conversation. What Skyscanner’s executive Jen did with a recent comment by a user called James Llyod is a case-study on how to do Online Reputation Management the right way.
It all began with this comment from James Lloyd
As you can see, James was pointing out a bug in a quirky way.