# Online Whiner Guides ExactTarget's Guide Shows How to Expertly Handle a Customer Complaint Online By Laura McQuarrie | Published 2013-11-20 | Marketing Source: Trend Hunter, https://www.trendhunter.com/trends/customer-complaint-online References: [wearesocialmedia.gr](http://wearesocialmedia.gr/meet-the-5-types-of-social-media-complainers/) & [exacttarget](http://www.exacttarget.com/resource-center/digital-marketing/infographics/social-media-complainers-how-to) 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](https://www.trendhunter.com/trends/beauty-corner). In mild cases, a simple [public apology](https://www.trendhunter.com/trends/apology-letter-generator) 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 Insights (Trend Hunter) - Score: 4.6/10 - Popularity: 44% | Activity: 85% | Freshness: 8% - Audience gender: 70% men, 30% women - Primary generations: Millennial - Top markets: North America ## Categories [Trend Hunter](https://www.trendhunter.com/trends) > [Marketing](https://www.trendhunter.com/marketing) > [Interactive](https://www.trendhunter.com/interactive) ## Key Themes ### 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. ## Related on Trend Hunter - [Customer Insight Mining](https://www.trendhunter.com/trends/spotpain.md) - [Negative Review Response Generators](https://www.trendhunter.com/trends/negative-review-response.md) - [Free Food-Promoting Campaigns](https://www.trendhunter.com/trends/burger-king-whopper.md) - [Reputation Management Tools](https://www.trendhunter.com/trends/rezon8ai-reputation-management.md) - [Tech-Enhanced Marketing Tools](https://www.trendhunter.com/trends/sprout-socials.md) - [Digital Emotional Support](https://www.trendhunter.com/trends/compliment-me1.md) - [Behavior-Based CRM Tools](https://www.trendhunter.com/trends/ecpower-segment.md) - [Emotion-Driven Cider Campaigns](https://www.trendhunter.com/trends/angry-orchards-latest-campaign.md) - [Digital Review Platforms](https://www.trendhunter.com/trends/digital-products.md)