We live in an increasingly connected world, and every indication is that the future will bring even more connectedness. As a result, it is increasingly easy for people to exchange information, particularly customers, who are more likely than ever to share customer service experiences.

Controlling your messaging is more difficult than it was previously, because companies can’t hand-pick which reviews to make public. Today, listening and responding to the voice of the customer is the best way to project an image of excellence; fortunately, businesses have access to the tools that allow them to do just that.