7 Rules for Responding to Customers Online

By now it’s clear that negative online sentiment cannot only damage a business’ reputation but also its bottom line. You don’t get many chances to address a vocal, disgruntled customer or correct a fake, perhaps competitor-generated, social media review. And silently ignoring social feedback from customers is never an option.

That said, too many companies have fallen prey to the idea that robotic responses “cover their bases.” They believe they’re on top of their social media presence because their corporate marketing department is monitoring brand references and aggregating metrics. But those actions do not focus on improving the customer experience, which is ultimately what affects a company’s revenue.

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