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Most companies shy away from social media, because they are afraid of complaints. They are worried an online presence will give opportunity for their brand to be tarnished by trolls and people who just want to complain about things. However, social media is a great place to engage customers. Using these outlets gives your consumers a voice that they want heard.

Instead of making them bottle up their anger about your product, discuss it with them. By listening to your customers and showing empathy, you can quickly turn those angry posts into positive ones. It’s much easier to turn someone into an advocate of your brand who helps bring more positive attention to your products than you think.

On this episode of the Creative Warriors Podcast we are joined by Dan Gingiss, author of Winning at Social Media Customer Care. He explains what both major and small companies are doing wrong online, and how you can use the digital age to win over millennials.

Download this episode today and see how you can use social media correctly to build a loyal customer base and turn complaints into praise.


“I look at complainers as a huge opportunity.” -Dan Gingiss

Highlights –

  • Social media is the only way consumers get to talk back to advertisers.
  • You want customer service to engage consumers in social media – not social media experts.
  • People share on social media if their expectations are met or not.
  • Companies should embrace complaints, not shy away from them.
  • There is a level of engagement that can be used to create off-line experiences with customers.
  • Caring for customers is what will create customers for life.
  • Most companies forget about the social part of social media.
  • Bots can be useful, but they should not replace the human experience.
  • Technology is moving into human assist, not human replacement.
  • Even small businesses should have at least on person monitoring the major channels.

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Resources –

  • 12 Must-Have Mindsets for Uncommon Entrepreneurs! A FREE tool for Creative Warriors to help you get clear on the ways you need to think differently to get the results you want. We’ve been handed a whole bunch of malarky about who we are and how business works that simply doesn’t work for us. It’s time to set it straight! This tool will give you the insights you need to think your way to success as a Creative Warrior and keep you on track.
  • Check out the Creative Warriors RESOURCE page! A collection of the best companies, hand-selected, to help you succeed! You’ll find vendors, services, products, and programs to help you Create, Serve, and Be Prosperous! All these companies have been used and approved by Jeffrey and most are used every day in his business.
  • Music by Jawn


Affiliate Links: Disclosure of Material Connection: Some of the links in the post above are “affiliate links”. This means that if you click on the link and purchase the item, I will receive an affiliate commission. Regardless, I only recommend products and services I use personally and believe will add value to my readers. I am disclosing this in accordance with the Federal Trade Commission’s 16 CFR, Part 255: “Guides Concerning the Use of Endorsements and Testimonials in Advertising.”