Managing customer sentiment has always been a difficult task. It’s now even tougher, thanks to customers’ ability to air their opinions—good or bad—on social media sites. You have probably searched a review site like Yelp for a restaurant or TripAdvisor for a hotel but decided against an option based on just one negative review. And so have millions of others. A weak or nonexistent social brand can have real effects on a company’s reputation and bottom line.
Social media....