– Find an example of WOM on social media or elsewhere this week (take a screenshoot). In a page or less, tell me how you believe this example will affect the customer experience.If it’s a positive example, tell me how the brand could capitalize on it further, specifically, what they can do to feed this consumers’ sense of advocacy. If it’s a negative one, tell me what the brand could/should have done to avoid it, and what they can do to appease the unhappy customer and mitigate the spread of negative WOM.
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