We know that social media has created another channel for customers to share positive and negative experiences with others. Companies should take this opportunity to fix negative experiences, highlighting their commitment to quality customer service. Along with this, they should be monitoring what customers are saying on the web.
A new study from eMarketer found that only 50% of companies use social media to track what is being said about their brands, and follow up with customers. Also, only 44% of companies have an internal response plan in place. What is the lesson here? Learn from other’s mistakes, monitor what is being about your brand, have an action plan and respond to negative feedback! Acknowledging any form of feedback will show your customers that you care about their experiences – which in turn can increase loyalty to your brand.