Consumers of any product or service have always had a voice, but now they can amplify their voice tremendously by using social media. Everyday millions of conversations are occurring online about brands, products, and services. Consumers are the ones mainly driving these conversations. They take to social media to give positive and negative reviews and ask questions directly to companies. Customers have been leaving feedback on social media for years, and still majority of companies have yet to recognize the value of the consumer’s opinion. In this presentation you will learn best practices on how to handle all types of social media customer feedback, reasons to embrace customer feedback and turn it into a powerful customer experience insight.