Has your company been hit with the ‘slap’ of negative online social sentiment? Not long ago, the biggest fear you had when a customer was dissatisfied with your company’s service was that they would tell their friends about the experience until they forgot all about it.
Now you have to worry about those friends helping to spread the bad news with a simple click of the “Share” button. Are you kept awake at night by the fear that a disgruntled customer will tell all their friends about a bad experience and it will spread like wildfire via social media?
To make sure your business isn’t the next high-profile victim of a viral customer service complaint, make sure you observe the rules of engagement for social customer care.