BizSugar.com › Social Media › The Social Listener - Listening to customers and small business

Communicating with customers is no longer just about e-mail or marketing messages that you lob across a high wall and forget about. Soon you’re going to be able to send a message, and somebody’s going to instantly tell you what they think about it. The first time we bench marked our customer service comments online, it was 60 percent negative mentions. We have excellent customer satisfaction scores, but 60 percent negative mentions out of all? It was puzzling to us. But if a company doesn’t answer those mentions, they remain negative. If a company engages with the customer, it becomes a conversation