When Social Media Turns on Your Brand: CX Under Pressure

What would you do if someone started posting across your social media saying your company was a scam?That’s exactly what happened to Katie Robbert, co-founder and CEO of Trust Insights. One day their notifications started blowing up with accusations that they were stealing money from a customer.There was just one problem… she had the wrong company.In this episode, part of our CX Under Pressure series, Katie shares how she handled the situation and why responding with empathy instead of defensiveness turned a potential reputation crisis into a trust-building moment.Mentioned:Trust InsightsKatie Robberts on LinkedIn SparkToro study on AI visibilityRate the Podcast:If you’re enjoying the show, we’d love your feedback. Leave us a quick rating or review at: ratethispodcast.com/smcx

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This episode is 29 minutes long.

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This episode was published on March 11, 2026.

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