The New Way to Complain
Social media is something most people talk about and use everyday. Some businesses are beginning to embrace it, while others are fighting this rising technology. However, with the potential to spread a negative customer experience rapidly all over the internet, businesses would be wise to monitor what people are saying.
More and more, customers are using Twitter as an outlet to express their opinions of certain companies. The trend seems to especially be growing around the issue of customer complaints. Before Twitter and the Internet, consumers didn’t have a way to voice how they felt when they were disappointed with a product or service, unless they were one of the lucky chosen few who actually got their story printed in the paper. This meant that things didn’t spread too far beyond the customer’s group of friends. Now, things have changed. With the rise in social media, things have the potential to spread rapidly to hundreds, thousands, even millions of consumers.
All it takes is one person who had a bad customer experience to let the world know on Twitter what happened to them and potentially influence the opinions of many others.
For businesses this can be detrimental. For customers it can be the best thing that ever happened. If businesses ignore the fact that people now have a way to talk that can reach the entire world, their brand name might be acquiring damage without them even being aware. For customers, social media can be a positive thing because it creates a new way to solve a problem. Companies who monitor what is being said about them online don’t want any negative word getting out, so when a customer does post about a bad comment, the company can step in and fix the problem by doing whatever necessary to keep the customer ultimately satisfied.
Moral of the story, businesses need to jump on the Twitter bandwagon and pay attention to their customers.
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