Consumers talk to each other online and trust each other much more than traditional advertising. Businesses have the opportunity to step up and use new media tools to engage and support their customers and thrive from modern “word of mouth” in the process.

When customers have negative experiences, be the first to hear them, take responsibility, and “make it right”. You’ll be surprised at how many of them you can convert into advocates.

Have a look a this video “Great Customer service from Lowe’s”

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