Social Media: Go on, tell us how you really feel!

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!

Samsung_Twitter_Screencap

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!

ViaRail_Twitter_ScreenCap

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?!

4 thoughts on “Social Media: Go on, tell us how you really feel!

  1. I agree, as sharing both the positive and negative experiences only helps the businesses improve their services or product, or know what they should continue doing and how they can make it even better. As a marketer I would hope for more and more positive experiences to be shared as they are like mini testimonials for your product or service!

    • I work in the radio industry and we certainly receive our share of criticism (ie: “I hate your new afternoon guy…”) and now, it’s not just the Program Director who gets a phone call… it’s a comment that’s posted publicly on our station’s Facebook page. The interesting thing about social media is that now we have the opportunity for immediate interaction and engagement. It has become an integral part of our role, as on-air personalities, promotions staff, management and beyond to monitor, respond and engage with those who reach out to us on social media – whether it’s with positive or negative feedback.

  2. Like you Holly, I am not one to give much negative feedback until recently https://twitter.com/corntart/status/473592974442766337 My son had purchased these shoes with his hard earned money and I was furious when they broke after one wear. I did not hear back from Nike but if you notice how I set up this tweet, I started it with the @ sign! My tweet was not seen “en masse” so not much of a threat. I’m happy to say that the store replaced my son’s shoes – no problem! I prefer to send positive feedback and will continue to do so every chance I get https://twitter.com/corntart/status/461324771192741888

    • In my opinion, larger companies (who typically have dedicated marketing teams which, I would assume, have social media experts on staff) should be responding to negative comments on social media. This is their opportunity to smooth things over – especially in front of their social audience. It’s important for businesses of all size and nature to be prepared for these things if they are going to be present in the social realm but I’m sure much easier said than done with a larger staff / more resources to dedicate to social.

      This is a Nike faux pas to have not responded to your tweet. But, good to see that the store replaced the shoes!

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