When was the last time you called a company’s toll-free number to lodge a complaint or to give a compliment? When you did, the recording probably directed you to the company’s website. These days, you were probably also directed to a Facebook page as well. Social media has become so ingrained in our consumer habits, most companies have a management position dedicated to posting on Facebook and/or Instagram, tweeting the latest news/product releases, and checking in on Reddit.
These websites, as well as many others, are also critical to keeping up with what people are saying about your company and its products/services. Today’s consumers are far more likely to send negative and positive comments from their tablets than to write a letter (!) or call a customer service department. The explosion of websites for self-styled critics, like Yelp, Foursquare, and Trip Advisor, can account for many consumer decisions. It is important that you are proactive in finding out as much as you can about what people are saying about your company.
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