Organizations that have a service-oriented mindset are often able to encash on such opportunities where their clients need personal attention. On social platforms, it is preferable to answer the problems of the clients with personalized responses rather than giving out default messages for all. Half of the client's concern goes away when he knows that company realizes his problem and is assuring quick resolution.
The best way companies can deal with negative comments is to respond it. There is no better opportunity than that for you to promote your company. Turn an unhappy customer to a happy customer and do it in Facebook. That has more powerful and valued ROI than hours of commercials on the TV or web.
Christine, what an interesting post. I agree with you, honesty when it comes to crises like the ones you mentioned definitely helps a lot. One thing that customers and users hate the most (aside from the actual gaff at hand) is a cover up. It's also most likely that a huge percentage of those affected won't fall for the excuses or believe in the cover up either, and the fact that the company tried to deceive them will get them riled up all the more.
When disaster strikes, the response matters and helps a lot. And as the old adage goes, honesty is (and will probably always be) the best policy.
With social media all over the place these days you've got to be willing to fess up, not cover up. I think that it is great B2B companies are listening to their customers, and even going lengths to respond to issues that arise. Twitter, Facebook and the like are not going away so anyone trying to keep customers happy needs to be active and engaged in the social media process in order to retain the occasional unhappy person.
As soon as companies 'fess up, they're less likely to get angry consumers after them - both B2B AND B2C. Admitting a mistake and being honest about what's going on goes a really long way toward solving problems.
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The smartphone market reached a significant milestone, a breakthrough that may cause vendors to celebrate but could strain the capabilities of IT service desks.
In the fall of 2011, around 160,000 students in 190 countries enrolled in a Stanford-sponsored online course about artificial intelligence. About 23,000 completed the course and got certificates, including 248 who got a perfect score. The university offered the same course the old-fashioned way to students sitting in Stanford classrooms. None of the those students got a perfect score.
As Mitch Wagner discussed today, Yahoo is acquiring Tumblr. The big Internet debate at the moment is whether Tumblr will be good or bad for Yahoo. Regardless of their stances on the future of Yahoo itself, many claim that Yahoo will somehow ruin Tumblr.
Has China stolen a march on the West, developing an Internet architecture that is not only based on IPv6, but is also inherently secure from both internal and external attack?
New York's Metropolitan Transit Authority is conducting a pilot test of digital kiosks to guide subway users to where they want to go more efficiently and at lower cost.
The whole Amazon.reader debate is a double-stupid. It's stupid to think that there's any e-book buyer who doesn't know Amazon's URL, and it was stupider to let ICANN launch the whole free-form TLD initiative to start with.
While NFC's original goal was to enhance mobile commerce applications, it is finding its way into a number of other uses, which is creating both opportunity as well as challenges for IT departments.
Enterprises would like to move to cloud computing but are hesitant because they are concerned about providers’ ability to secure company data. Here are some tips that help to ensure that if breaches occur, the business is not left holding the bag.
Edmunds separates customers into segments based on the info it collects on its site and from partners, and uses that to push out custom content, said Brian Baron, director of business analytics for Edmunds.com, at Predictive Analytics Innovation Summit.
The automotive website uses propensity modeling to target ads and customer registration forms, said Brian Baron, director of business analytics for Edmunds.com, at Predictive Analytics Innovation Summit.
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