Are you following what they are saying about you and your brand on the web?
Do you follow what they are saying on Twitter, or on Facebook.com?
Or are people writing blog posts about you?
Are they saying positive things or are they negative due to some unfortunate experience they had with you or your company?
Do you have a strategy on how to engage with these people?
As social media channels have become such an integrated part of our daily life and people before they buy you or your product will do a search on Google to see what others have said.
If you don’t have a social media plan yet get one and start acting on it.
You can, if done right, turn an upset person to a forever-grateful person thanks to your actions and thanks to that you will gain more customers long-term.