If a customer telephoned or walked into a â€˜brick-and-mortarâ€™ operation to raise a complaint, no doubt the management team would immediately jump into action.
Conversely, if a customer contacted a business to compliment them on a job well done, the same team would want to acknowledge not only the customerâ€™s efforts but also their loyalty.
The same holds true online. Every business needs to think about managing its reputation online where every day presents a new opportunity to connect with a customer.
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