Three Myths About What Customers Want: “How customer service builds brand loyalty”

Managing customer relationship is very important for any enterprise…even thought, the social medias nowadays does not make it easier for companies because customers can now expose their experiences over there, mostly the bad one and that is accessible to everyone.
That means for companies, being awake at any time on social medias, to respond to angry customers or try to satify those who make claims so that they can reduce the bad effect of unsatisfied customers and also ensure a better corparate image.
As responsible for the customer relationship of a companie can you share a little part of your experience with us? As well as some effective tips of yours?

Thanks in advance for your comments.