Or more specifically, how to avoid an online complaint blowing up and trending on twitter or gaining momentum from disgruntled customers who want to join the fanfare but wouldn’t have lit the fire.

Its a very common problem and many organisations are looking at how they monitor social media traffic for negative posts about their brand, they are either hiring people within their company or paying for a 3rd party to monitor on their behalf.

Taking advantage of social media platforms to boost your brand or even just adopting some of the methodologies associated to them to improve productivity is something we talk about a lot in my team. its a huge part of any digital marketing platform but we rarely extend that conversation to think about how to handle situations that arise from the use of these mediums. I love a good infographic and this one tells a great story on the journey of a customer venting their frustration at a bad customer experience and how an organisation might use the new tools at their disposal to calm the situation…

Kudos to Zengage…