Michael writes on CMSWire about how businesses can cope with the instantaneity of customer feedback today. He lays out the argument for putting in place an internal protocol for quick response, and for using an internal channel that is conducive to critical communication:
Online feedback is instant. Every customer has the internet in their pocket, and they are quick to broadcast corporate missteps, especially when it comes to customer service. If your employees go rogue or even if they just stick to antiquated corporate policies, expect to hear about it online. The good news? This quick feedback ultimately holds enormous potential for businesses. That success, however, is contingent upon each organization’s ability to quickly and appropriately address the constant stream of feedback.
Read the full article here.