Example 1:
A customer orders grocery delivery that shows up two hours late. Naturally, the customer is unhappy. The grocery delivery company had a logistics failure. In an effort to improve their reputation, they arranged to give the customer $20 off their next order and even refunded payment for some of their groceries.
Example 2:
A company uses social listening to improve upon their products and services. They take note of suggestions from customers and implement those ideas.