Listen to Customers (5/9)

Organizations must seek to listen to and try to understand customers. They should listen to understand, not just listen to respond. ““Effective dialogue seems mainly to be about taking actions in social media that demonstrate that the organization is listening to the affected or critical citizens and consumers during crisis situations even if ‘genuine dialogue’ is not easily achieved during a social media crisis” (Eriksson, 2018, p. 531).

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