Social media: Prevention is better than cure
JUNE 1, 2010
Instead of viewing complaint management as a cost, they see it as a priceless opportunity to fix problems, retain existing customers, and even win over new ones. Fix their problems. It’s also the long tail of boring, low profile gripes that fester unanswered. If a particular demographic of your customer base is hooked on social media, why not provide a Twitter presence or a Facebook page or a discussion forum in which to attract, contain and manage the discourse?