Did you know that the average consumer mentions specific brands over 90 times per week during conversations with friends, family and co-workers?
Sounds fantastic for marketers. But here’s the problem: not all of these messages are positive, and anyone with even an ounce of experience in brand support knows that interactions with unhappy customers take up the vast majority of your time. Moreover, dissatisfied consumers are typically more vocal, taking to platforms like Twitter and Facebook to complain, which quickly attracts the attention of other customers (and trolls).
Companies that aren’t quick to respond to these messages can find themselves overwhelmed with negative mentions, rapidly losing control of the situation… and their reputation.