Customers are increasingly using Social Media to voice complaints

Customers frustrated with lack of responses from traditional means such as phone calls and email are flocking to Social Media to voice complaints.

Director Kevin Smith’s debacle of being removed from a Southwest Airlines flight resulted with him immediately discussing the incidence on Twitter.  Southwest Airlines via their Twitter account issued apologies.

Companies will need to Tweet, log Facebook responses and utilize YouTube to proactively and reactively respond to the increase usage of Social Media to voice customer service complaints.

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