In what ways can companies leverage social media to not only address customer complaints, but also proactively engage with customers to prevent negative experiences from occurring in the first place?

Companies can leverage social media by actively monitoring platforms for customer complaints and responding promptly to address issues. They can also use social media to engage with customers by providing valuable content, offering discounts or promotions, and seeking feedback to improve products or services. By proactively engaging with customers on social media, companies can build trust, loyalty, and a positive brand reputation, ultimately preventing negative experiences from occurring in the first place.