These two videos  review why your organization or business needs to be watching over social media, what its impact is, 3 major shifts in customer feedback and what you should do about it.

A text version of these videos can be found on as a guest post on

Why Social Media for Customer Satisfaction

Three Major Shifts in Customer Satisfaction Feedback and What You can do about them


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

2 Responses to “How Social Media Affects Customer Satisfaction”

  1. Gary Slabaugh Says:

    Very concise, practical and well thought out presentation.

  2. USA Today article on Twitter for Customer Service | Customer Satisfaction and Reputation Management Says:

    […] 9. In the comment section, readers add that customers use Twitter to get companies to pay attention to problems with their customer service. Twitter is very public and issues can go viral quickly. While Twitter may not be the best at resolving all kinds of problems, the publicity is often the catalyst to get customer service improved. Executives don’t want to be embarrassed in front of  shareholders, their board of directors, their competitors or their customers.   For additional  impacts of negative feedback, see the first of the video  titled ‘Why Social Media for Customer Satisfaction’ on my blog post How Social Media affects Customer Satisfaction. […]

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