One thought on “Blog #2: How to Turn Criticism into Opportunity

  1. What an interesting story about Kinki and Mambo… definitely a situation where the business did not handle customer feedback with the appropriate reaction whatsoever (with terrible consequences, in this particular case). Fortunately I do think there are a lot of companies out there who are doing it “right”. For instance, Aldo Shoes has had some success with feedback from their customers; a friend of mine tweeted that his new shoes from Aldo had worn out the soles only one week after purchase, and decided to complain via Twitter. Aldo responded to him directly, saying that they would happily replace the pair at any Aldo location. He took advantage of this and as a result, they have kept his business. I do think that companies are (albeit slowly) coming around to embracing social media as part of their customer relationship management strategies.

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