From the consumer’s side of things, being able to interact online and to voice an opinion with some degree of anonymity is the best that it can be. The customer can say whatever they wish without any consequence. It is a wonderful situation for that person.
It is critical that you understand the important role that reviews play in the success of your social strategy and in your business in general. More and more, nowadays, people are reading reviews before they make any purchasing decision of any kind.
In case you haven’t heard, it is the age of customer service. The customer does not have to be right but the customer is king in our new online economy. From the business perspective, customer service can be even more difficult because customers do not see the employees they are speaking to. Digital customer service has many challenges too because the tone is sometimes not conveyed through computers, emails, and faxes.