How often do you get a disgruntled customer airing grievances on your Page? Ok, allow us to flip that question around. How often do you resolve customer issues on your Page?
With customers being connected on the move, any grievances or complaints can instantly appear on Social Media. To resolve the issues, and not let them become crises, you need to listen and attend with alacrity. Remember, opening yourself to social media channels involves full time commitment to respond and act. If you don’t do that, disaster!
Here’s an excellent example of The Cheesecake Factory responding to an unhappy customer on Facebook. By responding in time, you may retain a customer before it is too late!