Like Abilities

Abstract:This article explores how easily organizations can lose the trust of former and potential customers through negative reviews on social media, and what actions organizations should take to monitor, analyze, and respond to social media comments. An organization can no longer ignore customer complaints. An organization's reputation can be easily blemished by reviews from just a few unhappy customers. In this new age, only organizations that deliver great products and services will be able to survive, but this is only the first step. More must be done to win customers' trust through continuous quality improvement and by using powerful internet technologies. When customers can easily post their comments online, organizations must monitor and listen to these voices. Active listening helps them make changes to their products and services to meet customers' needs, quickly solve problems voiced in complaints, discover new opportunities, and avoid making the mistake of delivering something that …

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Enjoyed the reinforcement of managing social media and to respond to positive reviews as well as the negative ones.
--Lee Butler, 06-05-2015

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