NEW YORK TIMES

NEW YORK TIMES Dec 12, 2017

Brands Heed Social Media. They're Advised Not to Forget Word of Mouth

December 12, 2017

Co-founder Craig Schmeizer underestimated the initial demand of Nectar mattresses and quickly ran out of inventory, leading to long waits and a mountain of negative complaints on social media. Fearing his business might be finished before it ever really started, he reached out to customers through online and phone surveys and discovered they had no interest in canceling their orders. Read more here.

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