Companies are increasingly finding themselves being judged and scrutinized online and offline. Customers are taking their praise and dissatisfaction to social media channels and the organisations they are talking about, and the salespeople which represent them, are not always aware or proactive in their responses.

How can organizations and sales pros navigate this challenging environment? What are best practices for dealing with social media failures and reputation management issues? While you may not control the message, what can you do to influence the conversation and its participants?

In this CPSA podcast, Sales and Marketing expert Andrew Jenkins offers his take.