As the great Taylor Swift once sang, “Haters gonna Hate, Hate, Hate”, funny as it is, even Brands have to bear a customer or two’s brunt online. They can come in the form of honest long form write ups or a snarky comment. They can also be fake complaints planted by your ‘industry well-wishers’! But one thing is for sure, there\u2019s just no escaping a slight or a scathing negative comment; especially Social Media complaint<\/i>.<\/p>\n
Here are a few interesting tid-bits about how consumers reach out online to brands with their complaints. Did You Know?<\/p>\n
Why do Customers now use Social Media to make their complaints to the brand?<\/i><\/p>\n What should a Brand be doing to counter these complaints?<\/i><\/p>\n We say \u2013 Take it SERIOUSLY & OWN IT!<\/b><\/p>\n Complaints are a lot like a little wound. If you ignore, it will fester & spread… unless & until you choose to apply a medicine and help it heal. Handling customer complaints should be a similar task. When you as brand are faced by a complaint on social media, consider the concern of the consumer, and take the next appropriate action of redressal.<\/p>\n To put it simply, here’s how to deal with haters on Social Media:<\/p>\n With this a brand can even transform this potentially harmful complaint into a positive experience for the brand & the consumers!<\/p>\n Let’s take a peek into a few brands’ ‘Social Media Redressal’ tactics to give you better understanding:<\/p>\n In the age of Social Media, it becomes imperative for a Brand to not only showcase themselves on the platforms, but to in fact leverage the power of these very platforms to kindle a \u20182 way dialogue\u2019 with consumers.<\/p>\n","protected":false},"excerpt":{"rendered":" As the great Taylor Swift once sang, “Haters gonna Hate, Hate, Hate”, funny as it is, even Brands have to[…]<\/p>\n","protected":false},"author":1,"featured_media":2433,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[49],"tags":[],"class_list":["post-1641","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-newsworthy"],"aioseo_notices":[],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/posts\/1641","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/comments?post=1641"}],"version-history":[{"count":1,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/posts\/1641\/revisions"}],"predecessor-version":[{"id":1643,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/posts\/1641\/revisions\/1643"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/media\/2433"}],"wp:attachment":[{"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/media?parent=1641"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/categories?post=1641"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digitalrepublik.com\/digital-marketing-newsletter\/wp-json\/wp\/v2\/tags?post=1641"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
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\nJetBlue use Twitter as the platform for Consumer Redressal and have an impressive response time of 10 Minutes. They encourage the Social Media Experts to respond with a view to add value & connect with customers, which keeps organic & natural. This makes the Brand look they are going an extra mile for their customers and in turn affirms their reputation<\/a> among them.<\/li>\n
\nThe company have an appointed \u2018Listening Czar\u2019 responsible for the overall integration of Dell\u2019s social media support offering.
\nThe company now employ a team of 70+ social media customer service officers operating from a state of the art \u201cSocial Media Listening Command Center\u201c, managing up to 25,000 social media interactions per day.<\/li>\n
\nKLM’s social media team now consists of a dedicated team of 200+ employees who monitor the airlines social media channels to provide 24\/7 support<\/li>\n<\/ul>\n