You’d better pay attention to what’s being said about you online, because the conversation is happening whether or not you decide to show up. Sound familiar? Its the golden rule of social media. It’s a sound bite you’ll hear it from speaker after speaker at any social media event you go to, and it’s true.
Do you really have to pay attention though? Should you respond to every gripe or complaint a customer has? I don’t think so. Isn’t that the same thing as buying a kid candy every time they start screaming in the checkout line? Don’t you run the risk of conditioning your customers into crybabies? To a certain degree, I think this is the case. [Read more…]