It’s not 1995 anymore. The 8-10 rule is out. Instead of telling 8-10 of their closest friends and family about a bad experience with your business, customers are telling their hundreds—even thousands thousands of followers on social media. On top of that, they are probably still telling 8-10 friends and family members. The most important thing to keep in mind is that: finding a disgruntled customer sharing their bad experience is not a crisis, but an opportunity!
I am shocked when I see a disgruntled customer rant on twitter only to find that the company is doing nothing about it. With the customer’s social media megaphone, they can do significant damage to your brand if you don’t step in and harness the opportunity. Customers don’t always expect that the company will respond, but it’s what they want.