Yes, I've had bad experiences trying to communicate to companies using social media. So I lost this item that came with something I bought from Activision. This particular item can't be bought online, and the only place that Activision's customer support told me to get it from was from tweeting to their Twitter support page. I tried numerous times to tweet at them, and get some help, but all in vain.
I believe that social media does make it easier to be recognized by a company. Before the internet, and social media I believe it was almost impossible to easily communicate with companies. Today we might still have problems communicating, but I believe social media makes it a lot easier.
I've never had to talk to a company using social media other than the Activision incident so I can not say I've had a positive experience talking to a company using social media. Although I'm sure that companies actively talk to their customers using social media just from what I can see from an outside perspective.
If I ran a business I would obviously have a team that worked the social media sector. We would want to support positive comments to show that we have very satisfied customers. Negative comments should be addressed by trying to understand what happened to that customer from having a bad experience, and try to fix the problem.
Hi Antonio,
ReplyDeleteI agree that a business should have a team or someone dedicated to the social media content. Otherwise it becomes hit or miss, especially if complaints come in. Someone needs to address those and also provide feedback for the positive comments as well.
I agree with your comment that a team working on the social media sector would be optimal, however for sole proprietors, it is really challenging to find the time to work on the social media when you have so many other hats to wear. So perhaps just focusing on one media outlet and doing it well would be better than trying to do a few and not doing it well.
ReplyDeleteWhat I found interesting is that you have not used social media for interacting with the business other than that one instance. The same with me. I think that using social media as a two way conversation is still in it's infancy.
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