Listen to customers, then act on what they say

04/8/2013 | eHotelier.com

Smart businesses use social media as a listening post, finding out what customers are saying about them and then acting on that information, writes customer-service expert Helen Nesterenko. "Simplify your feedback forms and customer service process to maximize the chances that you'll hear from unhappy customers directly, in order to best retain their business and salvage damaged relationships," she writes.

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