Discuss the role of digital channels in customer complaint management and reputation management.
Your answer should consider/include: • The types of media companies use to manage reputation and customer interaction; • Some examples/case studies of both best practice, and where problems have occurred (at least 5 examples/case studies, and do not use examples or case studies from the lecture slides.) ; • The degree to which the use of digital channels has shifted some of the power in customer/company relations; • What opportunities any such changes may offer companies. Lecture slides uploaded in additional files. Reference as many as needed.
