How and why to boost customer satisfaction online

Facebook, LinkedIn, Snapchat, Pinterest and Twitter have enabled brand
managers to reach billions of consumers.
Though social media has provided engagement opportunities, platforms have
also become an avenue for people to complain about customer experiences.
Consumers prefer social media for customer service over any other medium
(34.5 percent), and 90 percent say they use social media to communicate
directly with brands.
Brand managers who are able to effectively address a customer’s com