Good is not enough, you must be Fast!

Many says that the era of social media is the new era of customer service because now people can reach you in so many available channels to talk to you.

Agreed, but not entirely.

This is not only the era of good customer service, but the speed itself. You can probably say that, consumers nowadays has lost their virtue of being patience, and when they lost their patience, they will group up and attack your brand. I had a bad experience with DiGi, tried to call the reseller, call center and tried to reach them via Twitter. After long my problem wasn't solved I tweeted about it and at least 5 person responded with equally negative feedbacks. 90hours later issue solved, but the scar is there forever.

You must be fast, if not the negative feedbacks will spread faster than you can imagine.

@JasonGan