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Hello everyone,

Katy Keim is the chief marketing officer at Lithium, a software company that helps big brands find, organize, and respond to cus-tomer feedback. She describes the scenario this way: “One of the things I hear brands say is, ‘Some of these customers are just using a public forum to get a different outcome than what they’ve already been told.’ And it happens, in a case like, ‘I’ve been told my TV is out of warranty, I’ve called the call center, I checked with the warranty desk, everyone has told me I’m really sorry, and then I get on Twitter and I’m like, I can’t believe Manufacturer X won’t honor my warranty, and I try to get a different outcome.’ And so I think there’s going to be a rightsizing of how complaining is dealt with. ***I think brands are struggling to figure out what’s the productive response versus what they’re being shamed into because it’s a public forum.***”

Although I understand all words and phrases in the last sentence I still fail to understand what the sentence is trying to say. Yes, a customer can call a company and get a response he/she is not happy with. After that he/she can post his/her complaint on a public gorum and get a more satisfying response just because the dialogue is public. But from the sentence in question I still can't understand what exactly companies are struggling to do.

Thank you.