Have you ever experienced difficulty communicating with a business?
With an e-commerce type of business, no. I’ve been really lucky with online purchases. I tend to buy my online goods from stores with high reviews or have a good rating with the BBB board. Any shipping issues that I have encountered in the past, or wrong product received type issues are always handled in a timely and professional manner.
Does social media make it easier to get noticed or get your problem solved?
Yes, social media makes it easier for companies to see your complaint or praise and respond accordingly. Like once when I had a really bad experience at a Restaurant and posted said experience on Yelp. The restaurant management team replied to me personally with an apology and offered a free dine-in coupon for my next visit. Since social media is extremely popular with everyday people brands with a good marketing team should use social media to address any positive or negative reviews about their company, before it turns into a major issue.
Have you ever had a positive experience communicating with a business through social media?
Although I rarely post reviews on social media, overall, I have had positive experiences when communicating with a business through the social media platforms. I find it extremely effective to go straight to the source itself. Probably because they want to avoid any negative feedback on social sites. Ultimately, through social media, companies can get a better understanding of what their customers want. Additionally, through feedback received on social sites, companies can effectively implement changes to their business platform accordingly.
If it was your own business on social media, how would you respond to positive or negative comments?
I would first listen to my customer's feedback. I would get a better understanding of their complaint before acknowledging their problem. I would also do my due diligence by researching as much as I can about their inquiry and gather as many facts as possible. From there I would provide a solution to their issue. I would also confirm with them that the resolution provided addresses their needs and resolves their problem.
Describe what made your experience negative or positive.
When I posted a bad review on Yelp about my restaurant experience, I felt the management team listened to my woes, and responded accordingly to my complaint. Being listened to will ultimately make any experience more positive. Companies that understand your complaint and follow through with an effective solution makes the consumer feel like their opinion is valued. Companies that jump the gun and respond half hardly would definitely make an already bad situation turn even worst.
Nice addition of graphics in your post. They provides additional interest and enhances the communication.
ReplyDeleteYou must communicate well and are doing something right to have such good experiences. And/or you choose what companies give patron to quite well.
Thanks for the well written and presented article.
I have to agree with Olive, I believe you must be great with communicating with businesses, and must be doing something right to have a high turnout with their customer service. Maybe I can learn a thing, or two? Honestly, that's great though! Also, I've found that my customer service is elevated when it comes to companies based online. I believe this is an even more important aspect to business solely online, because that's their only source of revenue. Brick and mortar could use some tips as of lately, in my opinion.
ReplyDeleteI liked reading your post. Posting a bad review on yelp is a perfect example of how consumers can effectively use social meadi to get problems resolved. Plus, the restaurant can improve based on common complaints
ReplyDeleteHi Chad,
ReplyDeleteSounds like you like to do your do diligence when buying online, good for you! Much like you, I don't post review, positive or negative. Although after taking this class I think I will be more active reviewing, or posting just to try and see if any one is listening. See you around!