Social media continues to play an increasingly large role in customer acquisition, but also building and maintaining relationships with existing customers. Erik Qualman, the best selling author of Socialnomics and a thought leader on all things social media, reports that up to 93% of shoppers’ buying decisions are influenced by social media, while only 14% trust advertisements.
With most of us online practically 24/7 and unwilling to wait 24 or 48 hours (or longer!) for a response from a customer service email address, more and more people are using a company’s social media accounts to ask questions, make purchase decisions and complain if something isn’t right.
Unfortunately, often you won’t hear from customers on social media unless they’re upset. Which makes it particularly important that you respond quickly and appropriately to diffuse the situation before it starts to erode your brand – we’ve all seen social media complaints that have gone viral due to a slow or completely inadequate response.
There’s no one right way to respond because every customer and situation is unique. However, having even a loose plan for dealing with any negative social media comments will put you on the front foot to publicly acknowledge complaints and address them in a way that helps – not harms – your brand.
This great infographic identifies five common types of social media complainers and how to best deal with them (click to download and enlarge it).