April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
April 07, 2015If content is king, then certainly customer experience is an integral part of the royal court. As companies everywhere invest in content marketi...
March 19, 2015It’s no surprise social customer service demand is on the rise. To stay ahead of the game, your brand must formalize a streamlined and scala...
March 13, 2015Fifty-seven percent of customers expect the same level of response through social channels as traditional support channels. That can be cha...
Feb 14 Posted 1 year ago
It comes down to having basic customer service skills. You should never allow any employee to represent your business or manage your social media unless they have excellent customer service skills.
I recently wrote about how I stopped not just following my favourite brand, Rocket Dog on social media, but how I now refuse to buy anything from them due to the snarkiness and indifference I experienced from their social media person/team.
I've gone from being a loyal customer and a brand evangelist, to someone who speaks negatively of them and no longer buys from them at all. This shows how important it is that businesses don't put their social media in the hands of incompetent employees.
If however, I'd received an email from their customer services team or a manager, and had they apologised for the way I was treated or offered some kind of explanation, then i'd not have hesitated to forgive and forget and remain a customer.
When things like this happen, it's all down to how you handle it. I agree that businesses should tackle this kind of thing head on - an apology and a gesture of goodwill can go a long way.