It Doesn't Hurt to Put a Bit of Effort Into Your Interactions
Social media can be a great tool for online customer feedback. As with most customer feedback channels, I suspect that social customer feedback is skewed more towards negative then positive. People are more likely to say something about a bad experience then a good one.
Knowing that, I try and ensure to give credit where credit is due. I prefer to praise publicly and complain privately.
Recently I had an amazing customer experience at a local business, and wanted to share it. I looked them up on Twitter and found only a corporate account, not an owner operator account. Nonetheless, I left good feedback, tagging the business and the community so they would know which franchisee provided such great service.
The reply was a little baffling, spelling my name incorrectly and asking which location I visited, when I already made that clear. See the short conversation below. I blacked out all of their company info.
It looks like a third party is managing Twitter on behalf of the company, but regardless of who is managing a social media account, it doesn't hurt to put a bit of effort into your interactions. Simple little things like reading and comprehending a message before replying, and spelling names correctly, go a long way towards building a positive customer experience.
Posted on Tue, October 21, 2014
by Jonathan Kervin filed under