In today's economy, it's more important than ever to understand the true value of your customers' business and how to retain business-at-risk before it's too late.

But unless you're talking to all of your franchisees' customers on a regular basis, how can you proactively solve a problem before you lose a customer's business - or before a scalding comment shows up on Facebook, Twitter or one of hundreds of review sites? And how do you leverage your customers' positive feedback for word-of-mouth recommendations across all of your social media platforms?

"The days of 'hiding' unhappy customers are over," says Golde, an expert in the integration of social media and customer feedback. "With social media and review sites, everyone is a potential critic or advocate for your business. The only way to know the difference is to learn efficient and actionable methods for listening to your customers."

Paul Segreto states: "Franchise owners recognize that they need to capitalize on social media and integrated, actionable customer feedback. We're thrilled to have Mindy, one of the leading experts in this niche topic, walk us through the latest in optimizing customer loyalty and how to achieve measurable results."

Golde adds, "A customer feedback management system used to be a 'nice-to-have.' Today it is mission critical. The best tools keep you ahead of both the competition and technology such as social media and text analytics. When it all works together, it can make the difference between keeping a customer and losing him to the competition."

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