Retailers can’t deny that the way customers share their thoughts and opinions has changed dramatically. A decade ago, disgruntled customers may have complained about a brand, product or service to several friends and relatives. And eventually, they would move on.
But with the power of social media, consumers have access to the world’s largest megaphone, and are empowered to access hundreds — or even thousands — of peers at a time.
This may seem pretty daunting for retailers, especially because they have so many other communication touch points to track and address.
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However, retailers that establish a proactive customer service strategy can:
- Prevent customers from sharing complaints on social media;
- Recover at-risk customers and strengthen customer loyalty; and
- Motivate customers to use social media to share positive feedback.
Want to learn how to better track and respond to digital feedback? Download this white paper to get your blueprint!
