Unless you are selling Armani, Ferrari, Gulf Stream, etc. odds are your product is commoditized. If you are me-me and not customer-centric you will get badmouthed all over the place in the same social media that you say you don't understand and the damage is done.

The most loyal customers are those that you satisfy and make promoters of your brand (or product) who were detractors or critics. That is what differentiates your brand in the face of commoditization -- people buy from their friends and deal begrudgingly with the indifferent.

Simplified: You catch more flies with honey than vinegar. Remember that when you cuss the next disgruntled customer out.