With great social media comes great and not so great comments. The complaint letter is virtually dead and the phone call to corporate is lost amongst the auto-attendant computer systems that are the 21st-century version of cruel and unusual punishment for doing business with large corporations. For us small businesses, handling a customer complaint correctly can be the difference between a fair month and a great month. Since close to 80% of consumers will search you online before ever doing business with you, your online presence means a lot in convincing them to come to you. No matter how good your website is, a rash of poor reviews (deserved or not) will cost you a lot in terms of new calls or visits. The folks at Salesforce have come up with this infographic to help us better understand the best ways to deal with online comments.
