INDIANAPOLIS — When Marsh Supermarkets here detects customer unhappiness via its Facebook page or Twitter account, the chain reaches out to the customer to try to make amends, said Mark Heckman, vice president of marketing for Marsh. “We’re not talking to all of our customers every day, but when something happens that we feel is our fault, we have a pretty solid structure to make sure that someone that’s responsible for that area is in some kind of communication with that customer as ...

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