Social Media as a Crisis Control Tool – Orbit Baby & Consumer Reports
Take a look at the link below for an example of a great way to manage a potential crisis using social media. 
Full disclosure… we own an Orbit system car seat and base and have been extremely happy with the product. We have not been in an accident – thank God. But we did receive the initial email that went out to registered owners of the company’s products.
In the past, our limited experience with Orbit customer service has been excellent.
That having been said, the way the company has dealt with a possibly horrific PR situation has been, in my opinion, a wonderful example of the way social media and the Internet can be used to defuse a potential crisis and reassure a customer base.
It is not often that a company can absorb a review by an industry leader like Consumer Reports gracefully while addressing the issues at hand. But I believe that if any company can get through this type of situation, a company with the new media savvy of Orbit Baby will.
As a parent of a toddler who rides in an Orbit seat everyday, after reading the explanation and viewing the video, I feel comfortable that the seat is as safe as they come.
Take a look for yourself and let me know your opinions. How do you think they handled the situation?
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