Just a quick post to draw your attention to an excellent article from Jay Baer on brands’ usage of Twitter to respond to customer complaints.
As Jay highlights, the majority of people complain on social media because they have already tried complaining to the company and had a dissatisfactory result. Take my colleague Nick Sellers’ recent blog on O2 customer service. Yet companies are still afraid of what might happen, they can’t take the opportunity presented to them.
My key takeaway from Jay’s post? “Social media doesn’t create negativity, it puts a magnifying glass to it”. Or more straightforward, “Here’s the deal. If your company sucks, Twitter is the least of your worries.”