Knowing your brand, knowing your consumers, understanding customer segmentation and tracking changes helps you make informed decisions. You want that knowledge before you’re hit with a difficult situation you have to respond to quickly. ...
For customers seeking resolution, the direct experience of another customer can be more helpful than a company’s poor, time-sucking service merry-go-round. Your customers turn to places like Reddit when they can’t (or fear they can’t) get resolution through your company support channels. ...
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