When Graco issued a voluntary recall in January of more than 1 million of its strollers, the manufacturer was praised by members of the blogosphere for its prompt consumer outreach, which was conducted almost entirely through Facebook, Twitter, YouTube, and Graco's corporate blog.
"We took this situation very seriously and knew our customers would, too," says Kelly Voelker, brand manager of PR and social media for Graco. "Our team was immediately available to customers, answering questions and directing them to ...