How to turn a social-media tempest into an opportunity

This event report outlines how Caesars Entertainment Corp successfully turned a social media crisis involving the Flamingo Hotel and Casino into a customer service triumph.

How to turn a social-media tempest into an opportunity

Sonia Paul

Maria Roncal was the Social Media Community Leader at Caesars Entertainment Corp. in 2013, when a woman who was breastfeeding at one of its properties – specifically, the Tropical Breeze Café at the Flamingo Hotel and Casino – was asked to "cover up" by a staff member.

The guest promptly tweeted:

While some tweets disappear into the social-media abyss, the Twitter handle of this angry customer hinted at a much larger digital presence. Jessica Martin-Weber, it turned out, was the founder of the The Leaky Boob, an influential parenting...

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