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Making best use of social media > Making best use of social media - Pg. 28

28 Complaint Management Excellence website listing the actions that it has taken as a result of complaints and suggestions. Making best use of social media I recently had to purchase car insurance in France and had little knowledge of the companies involved. I went on an internet forum to find out what customers were saying about the range of insurance companies I had shortlisted, and which had fewest complaints, before I made a decision about where to buy. I know of many other people who use community forums to identify best-practice organizations as a customer. It is tempting to dismiss social media as a young people's medium. However, this is a growing way for customers to express their dissatisfaction to their peers and other poten- tial customers. Social media are any media that are generated by customers. The term includes Facebook, Twitter, Google Plus, MySpace, YouTube and LinkedIn