After watching the United Breaks Guitars video, I had to laugh. Not because almost anything can be turned in to a Country song, but because I can proudly say I’m guilty of doing something similar (using social media to give “feedback” – not breaking someone’s guitar). I’ve had a few very poor customer service experiences and although I typically keep my complaints to myself, I felt inclined to publicly complain to the world – or in this case, the Twitterverse. And guess what… it worked!
Social media has become the new “tell us how we’re doing” card. In the above example, I was quite pleased with the technical support I received shortly after my Tweet. I should also mention that I had tried calling the support line and even went to the store where I had bought my phone but was told there was nothing they could do. Twitter was my last resort – perhaps it should have been my first.
My point is that consumers should not be afraid to use social media to their advantage. Did you just receive terrible customer service while buying that new pair of jeans? Was the teen working at the cash register at the grocery store too busy texting to give you the receipt? In my opinion, if that business has made themselves accessible on social media – customers have the right to reach out to them!
Do I dream of a news feed full of negativity and comments bashing the local buffet restaurant? Absolutely not. In fact, on the flip side, I feel strongly about tagging businesses in positive comments as well!
As customers and consumers, we have the right to share our feedback, rave about great experiences or rant about the not so pleasant ones. Right?!