Your customers are defining your brand through their conversations.
“Today it’s harder to keep on top of these conversations. Conversations about our brand are happening everywhere, and with the Internet as the great equalizer, it doesn’t matter if you know the brand intimately, or if you’ve had just one bad experience, it will be heard.” – Richard Branson
Remember – Great customer service has always been defined by the opportunities presented when things go wrong. How you handle an unhappy customer will determine the conversation moving forward, publicly and privately.