Consumers are increasingly venting their dissatisfaction online through viral videos, negative comments and blog posts.
The severity of a problem that stems from a customer complaint on social media is dependent on how long the company takes to respond, a study from Monash University and Rutgers University have found.
Researchers suggest early intervention and emotional intelligence training is the key to preventing negative commentary from going viral and customers’ obsessive rumination over the event.
Read more at Monash University