Social media and customer complaints

Social media is such an important tool for retailers – but it also allows customers to vent their frustrations in a public forum. These things often go viral, but so often retailers can avoid such issues. Here are some things to bear in mind about customer complaints via social media. Act quickly – More often than not, consumers turn to social media when things turn sour – like when a retailer doesn’t respond to a complaint that may have been made on the phone, via email or in store.

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