One of the original public relations methods, reputation management or customer service, is still valid today. Imagine how many times people had terrible experiences with brands over the Black Friday bonanza of shopping… now consider how many of them will never return or purchase from that company again.

86% of consumers will no longer do business with a company due to a bad customer experience.

With social media and the increasing demand for immediate satisfaction, reputation management is longer restricted to word-of-mouth (WOM). It’s digital. Are you prepared?