The Keurig 2.0 case study of consumers complaining about being forced to use nothing but official company coffee pods in the coffee maker demonstrates that if a company ignores complaints on social media,they will eventually go away.Responding to the critics would have just prolonged the problem.

Question

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Ignoring complaints on social media can actually make the problem worse as it can lead to negative publicity and a loss of customer trust. It is important for companies to respond to complaints and address them proactively in order to maintain a positive brand image and customer loyalty.