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January 14, 2013

by HoosOnBrand

From Colby ...

Colby Sports Authority 4

The only thing that drives me more bat guano crazy than bad customer service is a company that then proceeds to make the situation worse through their social media follow up.  The thing is, social media offers companies an unparalleled opportunity to engage with customers (he says stating the obvious … I know, I do that a lot). With social media, you literally have the power to intercept a negative review and address the situation with the customer directly. Not only that, but you don’t need to train every employee to handle these complaints or rely on every employee to be able to deliver killer follow up.  Based on the scale of your business or organization, just one skilled employee, or a couple of skilled employees, can tackle this task for you.

Consider a recent interaction I had with Sports Authority, a national sporting goods retailer…

I had a really poor…

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