Digital pitchforks: Turning social media complaints into brand wins

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Your brand is on trial in the court of public opinion.

There are 2.1 million negative social mentions about brands in the U.S. alone ... every single day.

We polled over 11,000 U.S. consumers and surveyed 1,003 that recently complained to brands over social media, so that you'll have the tools and techniques you need to keep your brand sentiment clean.

What you'll get from this report:

  • How to select the right customer service strategies
  • Who complains, what age are they, what do they really complain about, and how they lodge issues
  • The seven best-performing brand (and what they do right)
  • The seven worst-performing brands (and what they do wrong)
  • 38 technologies that can assist, and processes to avoid
  • Deadly social: processes to avoid
  • 5 key business lessons to learn
  • 10 take-away action items

This report includes survey results, insights, examples, case studies and expert advice from customer service leaders; Tim Hughes (Oracle), Al Hopper (#CustServ) and Greg Ortbach (webAssist.ca).