A decade ago, disgruntled customers may have complained about a brand, product or service to several friends and relatives.
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.
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.