Social Media’s Impact on Word-of-Mouth Marketing

by Chasity Phillips | August 22, 2012

With social media, customers have more power than ever to make their voices heard.

That power was made apparent by the response to Progressive Insurance’s actions after one of its policyholders—24-year-old Katie Fisher—was killed in a car accident. Instead of compensating the victim’s family for their loss, Progressive hired an in-house attorney to represent the at-fault driver.

After receiving thousands of complaints about the case on its Twitter account, Progressive finally agreed to pay a $75,000 settlement to Katie’s family.

If you have questions about social media’s impact on your brand, contact your Brand Strategist today.