Organizations often ask, “what if a customer complains on my blog or facebook page, and it’s out there for all the world to see?” Customer complaints are a gift. They allow organizations to “fix” the problem, make it “right,” in full view of the world. And if your customer has a problem isn’t it better to know about it, then not? The ideal is to know about it, make it better and build trust.
Allowing negative comments to be seen in your online marketing world also shows transparency. When customers see the good and the bad, they know that you’re real. Remember: your customers are talking about your brand whether you hear it or not. Isn’t it better to encourage these conversations in an atmosphere where you’re actively engaged and can respond?
Social media provides a platform for encouraging customer feedback, both good and bad, and allows your organization to show your commitment in improving your customer’s experience.
Make a Commitment
One of the important aspects of social media is to remain committed to your audience. Organizations that gather a following on social media sites should not make the mistake of abandoning their audience. When there is a problem or complaint, don’t just sweep it under the rug. Be transparent and address questions or concerns through messages in the appropriate manner.
Do you have any stories of how you made a customer complaint work for you? Please share by leaving a reply below.