Companies are depending on social media now more than ever for customer feedback, as social media has become a platform for open dialogues for consumers to share their experiences. And that’s why it’s become increasingly important for companies to ensure their teams are equipped with the proper tools to handle any and all situations that arise via social media, whether is be a complaint about a bad experience or a question about a particular service. Because at the end of the day, the way companies approach communication with customers on social media can make or break their reputation.
Check out the recent article I wrote in the latest issue of Franchising World (page 20) that explores the social media phenomenon and the importance of being alert and plugged in when it comes to public customer interaction.
