Here is a real life experience that I am sure many of you can relate to. My brother was having problems with the brand new dishwasher he had bought few days ago. He called the manufacturer and after waiting for 15 minutes on phone was told to try couple of things that would fix the problem. Well, it did not. He called back. After waiting for another 15 minutes was told to try something else. This went on for few iterations. Frustrated he took his complaint to Facebook and Twitter. And guess what? 5 minutes after posting his complaint a real-life technical person from the company asked him to contact him directly. Not only did he not have to wait for 15 minutes, but the technical rep figured out exactly what was wrong and fixed the problem in a matter of 1 hour.
Now, I donít know about you, but next time I have a problem with an appliance guess where I will be going for resolution? This is the power of social media these days. The internet is flooded with social media stories like this. When you think about it you can understand why businesses are monitoring the social media sites so closely. It doesnít take long for a story to reach to thousands, and even millions, of people in a short time. If not monitored and responded carefully and quickly it has the potential to do serious damage to your brand and business.
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