It used to be that after someone had interacted with your business, they might share their experience with their friends and family, good or bad. But with social, such interactions are amplified - now, when someone deals with your organization, there's the potential that they could broadcast their thoughts - again, good or bad - to thousands, even millions of people. This is part of the reason why Twitter has become such a key platform for customer service - on Twitter, all your interactions are public, a fact that people can leverage to put more pressure on a brand for response.
The era of social customer service has added increased emphasis to such interactions - but what are people most likely to complain about in the first place, and what do they want in return?
Among their findings, Corra's research shows that:
- Over half of respondents said they were likely to complain publicly if customer service did a poor job resolving their product or service issue
- 88% of consumers have avoided a company because of a bad review on social media
- Almost 1 in 8 complainers do so with the hopes of hurting the company's reputation
They've coordinated their full findings into a new infographic - some interesting food for thought for brands to consider, particularly in terms of how to best resolve such issues.