Treading carefully in social Media
QuanToCao 27000521TH Visits (1859)
Well the trend in social media has been great improvement in customer feedback but apparently social aspect is what makes it so dangerous in terms of bad experiences coming from customers. As said by Jeff Bezos: "If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they each tell 6,000 friends."
The problem is here is that when we didn't have social business, a customer would only complain to a few friends but now, a person on Facebook, who may have upwards of over 200 friends can see a bad experience they had.
Another example is one of my friends posted a somewhat bad review of a certain coffee place near campus, that coffee place ended up giving her a gift card to try them again. Which worked in a way, and my friend was able to go back and try something else and was pleased and changed her review. Now the question was it worth the gift card? That question is up to the business to decide, whether the gains are worth it. In the end, it was good decision, they earned a customer for life.
HoneyBadger Quan Cao Signing out!