Who haven’t suffered the
long agony of waiting when one’s phone call gets put on hold for long time when
trying to contact customer rep? I bet one penny everyone or at least me have
encounter more than once difficulty trying to talk to a customer
representative. But thanks to social media business are more likely to solve
customer issues because they don’t want to have bad comments/reviews on social
media.
Last week I need to talk
to an airline from which I just bought 2 airplane tickets; to make the story
short, after 30 minutes I got tired of waiting and I hung up. After posting
this I’m going to post comment of my experience on their “follow us links”. I’m
guessing this company doesn’t know that resolving a complain can avoid getting
bad social media reviews.
Social media is a powerful
“word-of-mouth” recommendation and responding to positive and negative comments
can help to build strong customer relationship which can help a business to
grow.
Hello Maria I agree with you in regards to businesses understanding the dynamics of bad reviews. Social Media definitely gives the consumer more leverage to be heard. Great post!
ReplyDeleteI posted a comment on Facebook about what I say above and they replied to me in less than 30 seconds.
DeleteI agree that social media is a powerful tool. Ratings and comments are viewed by all and can make or break a business.
ReplyDeleteI remember that in the past customers opinions didn't matter the way they matter now.
ReplyDelete