As I have not used social media to communicate difficulty with a business, I have to conjecture how I would do so. I’ve read that companies now have staff who monitor social media. I’m wondering if I “tweet” dissatisfaction with a product or service, would it be “picked up” by the appropriate company personnel? Was the example in Likeable Social Media due to the reach of Dave Kerpen or would I get the same result? I was also struck by how subtle the competitor’s response was. The comment did not immediately invite him over to their hotel but empathized, just like a “friend.” This supports the discussion in Online Marketing about building “social currency.” Due to the other hotel’s empathy and “friendship,” he chose them for his next visit.
On the other hand, I have used social media to compliment employees. I had particularly good service at “Fixtures Living” (now “Pirch”) and wrote to the employee. He asked if I would put the entry on “Yelp” which I did. (However, I’ve also heard that Yelp can be influenced by businesses that “pay?”)
I’m sorry that I have not had personal experience but the next time I am dissatisfied, I consider a “Tweet” as my communication of choice.
It’s always good to hear that someone has not had to resort to nasty grams over social media. I’m sure you have had your share of bad experiences, but not so bad that it drove you to the inter webs for revenge.
ReplyDeleteI’m one that has had a bad experience with Yelp. I wrote a review and then was the victim of repeated nasty responses from the management. I won’t use that site again.
I would agree that it is nice to hear that you have a positive outlook on the communication. As business owner it is also great to hear that you take the time out to send positive comments. I think it is all to common for us to be more likely to take the time to write a bad comment than we will to write a good one
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