News: Service, Satisfaction, and the Social Customer Comment

May 22, 2013 | 1to1 Media

If you don’t have anything nice to say, don’t say anything at all.” Mothers may be fountains of wisdom, butt in today’s social world, Facebook and Twitter encourage many to rebel against the astute words of yesteryear. Though many bite their tongue in person, they rush to social media to vent their frustration, as offline interactions become online conversations. But, as Simon Palmer, chief technology officer at Empathica, highlights, negative feedback that can be used to uncover areas of weakness and opportunities for improvement, while positive feedback can be a valuable source of insight into what is going right with a business. read more »

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