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.”
What Makes This Trend Stand Out
- Social Media Complaint Management
- Companies can differentiate themselves by creating effective strategies to handle customer complaints on social media.
- Customer Feedback Analysis
- Analyzing customer feedback provides an opportunity for companies to improve their products and services and retain customers.
- Personalized Customer Communication
- Companies can engage customers by using social media to communicate with them in a personalized and authentic manner.
Sectors Adopting This
- Marketing
- Marketing companies can offer complaint management solutions and data analysis services to help businesses address customer complaints on social media.
- Customer Service
- Customer service departments can be trained to use social media as a tool to provide personalized and efficient customer support.
- Digital Communication
- Companies providing digital communication services can offer personalized communication solutions to their clients to improve customer engagement and loyalty.
