Like you, I see complaints on Twitter and Facebook all the time, so I was glad to see a study that backed this trend up. And you’re right, even just a “We hear you, we’re sorry. We’re trying to make it right for you” or “we’re glad you had a good experience!” goes a *long* way towards creating positive brand ambassadors.

Thanks for stopping by!

–Alexis

That is an interesting study, one that I am not surprised by as I see a complaints daily on Facebook or Twitter. The first thing these companies need to do is acknowledge that they hear your complaint and forward it over to whatever department can help them. When seeing a positive remark, thank them. It goes a long way just to show that you are listening.

Michael Fraietta