It used to be that when someone had a bad experience with a company, they would tell their friends, family and co-workers and start write angry letters. People still do that today, but now there’s a major difference- MILLIONS of people can see those angry letters (just ask Papa Johns).

So, how are companies combating this new trend of customer-complaints-gone-viral? Good reputation management (and listening/monitoring) is a good start. This infographic of the week explains why.

Hit the jump below to see why companies (especially retail) should be engaging more in social media management with their customer support.

Larger version: How companies are getting more social with their customer support.

(infographic by ZenDesk)

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LGD Communications is a Miami-based full-service advertising, marketing, and branding agency, with over 20 years of expertise in both print and digital media. Contact President & Chief Creative Officer Len Dugow at len[at]lgdcom.com or (305) 576-9400 for a free consultation to learn how LGD Communications can develop and improve your business in our ever-evolving media-centric world.

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