Who was it that said “Business would be great if it weren’t for the customers? All of us at some time or another, I’d guess.
And now customers can make themselves even more awkward through social media.
Whether you like it or not (and whether you are using Facebook, Twitter and so on yourself) your customers may well be talking about you online – and not always in positive terms.
Are you prepared?
At the very least you should have Google Alerts set up so that you know when your business or brand is mentioned. Hopefully 99% of the time it will be positive (in which case you can further delight the customer by saying Thank You). But if it’s negative then you need to act fast and effectively to resolve the issue and minimise any damage.
Check out this infographic on 5 types of social media complainers and how to deal with them.
Embedded from Pardot