Top Reasons Customers Complain and How Social Media Can Help

Bad Attitude – Everyone has a bad day, but if the customer sees your staff as more human, they are more likely to forgive

Not Willing to Seek a Solution – When customers don’t think you are putting your best effort forward and have no one to talk to about it, they often feel out of control and can be very negative. A community community should allow for a open line of contact

Not Giving Full Product Explanations - Communication and education are the new intrusive and flashy. An educated customer is a repeat customer (just ask Amazon.com). Your community should have educational and topical material

Not Willing to Admit a Mistake – lack of empathy and unwillingness to rectify the situation will lead to a negative response. Online transparency can appropriate conflict to the correct people.

Not Keeping You Up to Date – Communication will the difference between a company of the present and a leader in the future. Everything social media is doing revolves around communication with your clients and potential clients

Broken Promises – With new media, anyone can be a broadcaster. Ignoring broken promises will almost insure a negative review online.

The point of this post is not to paint social media as a cure all for business problems, but it is a resource that is inexpensive and at this early stage, can separate your company from the rest of the pack.

Credits:

Why do Customers Customer Complain Note, Photo

No Responses to “ Top Reasons Customers Complain and How Social Media Can Help ”

1. C.B. Whittemore says:

   February 3, 2009 at 4:34 am

   Ryan, this is an insightful and practical list. Thanks for sharing it. Thanks, too, for visiting!
2. Ryan Lewis says:

   February 3, 2009 at 7:51 am

   Thanks for the Comment!