Not all messaging is a flashy slogan or catchy tagline and not all customer communications are special offers and promotions. Sometimes brands have to deliver bad news, product recalls or information that could challenge their customer loyalty. A common practice is to plan out the softest and least offensive communication and hope that no one will notice. But, what if you took a proactive approach to anticipating negative reactions and had a crisis management plan in place before the bad news is even released? This presentation by r2i Senior Social Marketing Strategist, Lynn Morton, and Emilie Bridon, Senior Digital Marketing Manager at Microsoft shares how a proactive approach using social media along with an online listening and engagement plan mitigated customer dissatisfaction and maintained positive brand sentiment.