The Evolution of Customer Communication using Social Media
When we first met social media, we all loved all over it. Positive messages and love abound. But it seems that the shine is beginning to tarnish a bit and consumers are becoming more brazen in their attacks on companies using social media.
Sure we all want the opportunity to respond to our critics and certainly respect our customers and their view points; but when does all this negative banter become more like graffiti and less like an honest dialogue?
There are the obvious benefits to seeing the complaints and having the opportunity to address them. You can win over critics with quick responses and strong customer service without question. However, the negative mob mentality that is occasionally being seen when a company posts about a product packaging or formula change or just a simple post asking their fans to share with their friends is frightening. Amazon could not post for a month after the pedophile scandal without getting dozens of negative comments bringing the scandal back up. The use of reputation management is common, but this type of consumer behavior cannot be contradicted or overcome without all hands on deck and serious dedication to social media communication. Even then companies need to employ the most skilled of communicators to engage angry consumers.
We found a few articles discussing consumer negativity and social media, and while they provide no solution for addressing a band of flamers posting on your page, their insight is helpful.
We’re interested in your thoughts, please share a comment.