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A negative comment posted online can help you identify current problem areas in your product or business operations — and do something about it. Timely responses to criticism demonstrate you’re listening to your customers and a commitment to improve customer experience.

In fact, 89.7 percent of consumers are willing to give the company a second chance before switching to a competitor. And Accenture reports 81 percent of consumers wouldn’t switch loyalties if a company is proactive in keeping them.

Learn more tips about social listening here.