ExactTarget's Guide Shows How to Expertly Handle a Customer Complaint Online
Laura McQuarrie — November 20, 2013 — Marketing
References: exacttarget & wearesocialmedia.gr
ExactTarget’s ‘Five Types of Social Media Complainers’ highlights the types of people who always complain online and how best deal with a customer complaint online. Social media is now a huge part of how people shop and bad reviews on a product or service can be detrimental to a company, especially when they are uncalled for. ExactTarget is a digital marketing service that is all about communication. Social media now makes it easier than ever to communicate directly with consumers and sometimes even simply acknowledging a complaint is the best way to ensure that a customers will not take their business elsewhere.
The infographic highlights the ‘Five Types of Social Media Complainers,’ as based on a study conducted by the University of Florida. In mild cases, a simple public apology will do the trick. With more difficult and dissatisfied customers, ExactTarget makes an extremely important point: “a two-way dialogue should never take place through social channels.”
The infographic highlights the ‘Five Types of Social Media Complainers,’ as based on a study conducted by the University of Florida. In mild cases, a simple public apology will do the trick. With more difficult and dissatisfied customers, ExactTarget makes an extremely important point: “a two-way dialogue should never take place through social channels.”
Trend Themes
1. Social Media Complaint Management - Companies can differentiate themselves by creating effective strategies to handle customer complaints on social media.
2. Customer Feedback Analysis - Analyzing customer feedback provides an opportunity for companies to improve their products and services and retain customers.
3. Personalized Customer Communication - Companies can engage customers by using social media to communicate with them in a personalized and authentic manner.
Industry Implications
1. Marketing - Marketing companies can offer complaint management solutions and data analysis services to help businesses address customer complaints on social media.
2. Customer Service - Customer service departments can be trained to use social media as a tool to provide personalized and efficient customer support.
3. Digital Communication - Companies providing digital communication services can offer personalized communication solutions to their clients to improve customer engagement and loyalty.
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