Customer Complaints On Social Media

Social media is viral by definition – as we all know that can be good and well, that can be bad. 

There are many, many stories of a complaint going viral and the lack of attention or poor judgment in handling the comments.   Recently, Pfizer’s made news because they started deleting negative Facebook comments when some found a Chapstick ad offensive. 

So you would think that companies would be on top of responding to customer complaints across social media. 

Well apparently not.  E-marketer reports in How Well do Companies Respond to Customer Complaints that even when customers complain, some companies don’t think they do so online and almost 25% did not know whether their customers did so or not.  Hmm. 

The article goes on to state that 29% of companies never respond to feedback on Twitter while 17% said the same for Facebook.  E-marketer has reported research that clearly shows that consumers want attention on social media and sometimes even just the attention that a company pays can diffuse an issue before it gets out of control.

Are companies hiding their heads in the sand? 

What do you think?

 

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