No one has gone through life without having a bad experience with a business
Very often, it’s how the situation is dealt with that leaves us (or any consumer) with a bitter taste towards the brand or business.
If a company deals with the problem and does their best to make things right, customers usually do not hold it against them.
But when situations go from bad to worse – customers turn into former customers and are likely to go from brand evangelists to brand exterminators. Your initial response is key to keeping customers from becoming agents of negative information.
● Just over half of consumers who contact a business through social media expect a response within an hour
● If that customer has a complaint, over 70% want a response in less than an hour
● Nearly 40% of consumers say they feel negative about brands or businesses that do not respond
● Roughly 75% of consumers will shame businesses through social media for unresolved issues
● 43% of consumers will recommend brands or stores that respond to them
● Over 40% will give online praise for at least responding
Why is this important?
Doing nothing is second worst thing you can do (getting angry is the worst).
35% of consumers said they would continue to shop at a business that at least responded to their negative shopping experience – they didn’t even have to resolve the problem, they just had to respond.
You’re business has probably made a significant investment into developing
new customers, developing a strategy to deal with negative online information can help you keep good customers and not have them take to social media to shame you.
As we saw yesterday, negative information already travels farther than positive information – You should take every opportunity re-mediate any issue that comes up. For more information on how social engagement can bring you more business, please contact:
Sources: Lithium; Marketingcharts.com