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.

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