Business communication methods have changed drastically in the two decades I have been alive. I can remember watching ads on television in awe, wanting the newest toy or weird 90's snack they had come up with. As social media grew in popularity with people corporations began to join it and use it for advertising and eventually for communicating directly with their demographic. This has opened more alleyways for users to receive support, suggest new products or ideas, and feel as if they have a closer relationship with the products and brands they love.

Social media can be a boon or a hindrance in getting noticed or having your problem solved. Many people have taken to the internet to air grievances with companies over anything from a broken product to receiving poor support from employees. In some of these cases, the public outcry over the situation has forced the hand of companies, and occasionally competitors, to offer up more services in exchange for a positive customer response. On the opposite end of that many attempts to contact companies via social media can be lost due to algorithms or just ignored by the company's social teams. 

In the past companies relied less on public opinion to ensure branding success, negative stories told by word of mouth fizzled quicker than those we now see online. With the growing use of social media companies need to be on their toes regarding what they say and how they say it to ensure they are not stepping on toes or, intentionally or not, using harmful language or imagery. While social media can assist in cutting some advertising costs the price of a misstep could be the end of a company. 

Personally, I do not tend to leave reviews or attempt to contact companies unless the service or actions were on one extreme or the other: fantastic or terrible. I could likely count on two hands the number of times that I have contacted a company, whether by phone or social media, to communicate my satisfaction or displeasure. I suppose a part of me still lives a bit in the past where a strongly worded corporate complaint feels much more productive than a social media campaign against a company.

If I had my own business and began receiving reviews I would do what I could to respond to each one, thanking those with positive words to say and attempting to rectify any issues customers had with me or their product. I believe that when properly handled many problematic situations can be resolved amicably to a mutually beneficial end. As it is when I sell paintings or commissions I strive to ensure my customer's needs are met and send multiple work-in-progress images to ensure customer satisfaction.