Your customers have social media and are not afraid to use it

Your customers use social media and they aren’t afraid to use it.  They use it when they’re happy and use it even more when they’re upset.  Even businesses opting not to take part in social media are not immune to negative reviews posted by unhappy customers via review sites and social media networks.

The best social media strategy will do nothing to improve your sales and reputation unless it’s used to proactively enhance customer experience.   [Read more…]