Recently the local media here blew up because of durians. Someone ordered the largest, tastiest durians and when the bill came, the customer was shocked.
Nonetheless, said customer posted her dissatisfaction on social media (many people are posting nasty news to get back at business) these days.
I’m not sure who is in the right and who is in the wrong here. Even the authorities were involved for such thorny issue (pun intended). Ha.
One of my friends remarked that is the evil of social media.
Well, I don’t agree since it has lots of good and quite a lot of bad rap too.
Think of the useful honest reviews left by other customers that has helped to make a decision in the past.
Many businesses today are wary of the power of social media so are doing their best to make sure customers are satisfied.
Whatever the case, social media is not going away any time soon.
What can you do
Have 1 or 2 social media account
Have at least 1 or 2 social media channels. Use it as a listening tool to listen to your customers.
If you approach it with an open heart to learn and grow, you can improve your business because many times, what people say can tells you a lot.
You can use it to make changes to your product or service.
2. Address customer complaints
If a customer is not satisfied or leave a bad review, contact the customer to resolve it.
Many times a customer may not even want to contact you but other customer or potential customers can see that you offer to resolve the issue.
This is crucial because customers get angry because they are ignore.
3. Build a tribe of satisfied customers online
If you can build a “tribe” of satisfied customers, they can help defend you and limit the damage from uncalled for post by unreasonable customers.
I’ll have more on social media listening tools to help you keep your ear to the ground soon. Stay tuned.