A Facebook rant by an unhappy customer or bad competitor review can have dire consequences for a product or company. That’s why online reputation management is an essential tool for any business looking to protect its brand.
electronicRETAILER | January 2012
BY CHRIS ROSICA
Ten years ago, an unhappy customer could write a strongly worded letter to customer service. If the customer was lucky, he or she might secure a freebie. In the worst-case scenario, a company might be unable to resolve the complaint, and the customer could write a letter to the Better Business Bureau and encourage friends to boycott the business. The company’s bottom line most likely would have been unaffected.
Table of Contents for the Digital Edition of Electronic Retailer - January 2012