It?s natural for a business owner to feel defensive if someone attacks them through online complaints ? but it?s important to protect an online reputation if you want to scale up.
Staff complaints can make for awkward situations, but having grievance and disciplinary procedures in place will help you quickly establish the facts and take action.
In Ombudsman Services? fourth Consumer Action Monitor, it came to light that the telecoms industry had the second most complaints in 2016 ? only beaten by the retail sector.
Criticism is not always a sign you?ve done something wrong, especially when it comes to the world of marketing ? it all comes down to perspective. The ASA claimed most complained-about adverts were often not the ones that needed banning. But it doesn?t hurt to know what could land you in hot water.
Tax collecting organisation HMRC has been the subject of 11,500 negative tweets during the last year, mainly owing to the amount of time people have had to spend on hold.
An over-reliance on legacy IT systems that aren't designed to cope with the data-led world we live in has meant the customer journey has suffered, argues Jon Cano-Lopez, CEO of the REaD Group.
The UK's biggest supermarket has been rated the worst of the big four grocery retailers at complying with government-backed industry guidelines designed to protect manufacturers.
In a strange twist of epic social media proportions, parents are more likely to use social media to engage with businesses than their "digitally native" children. Does this mean changing the way you interact with consumers? Gnatta suggests sticking to the personalisation guns.
A new Youstice.com report has revealed that, surprisingly, British online shoppers would sooner lose more than £20 than make a complaint.
Wolverhampton Wonderers saw the funny side to a fan's complaint after he received a replica shirt with the logo printed upside down.
Six marketing experts give their top tips on how you can deal with complaints on social media.
I feel it only fair to warn you that this is quite possibly the most hilarious complaint letter Real Business has ever seen.