Angry Birds or Angry Customers: Which is Scarier?
It’s clear: Angry Birds have nothing on angry customers. Sure, the birds are determined to destroy those pigs. But then the game ends. Angry customers are real. And they post ugly comments on social networks or customer review sites. And those ugly comments stay online, showing up in search results, for a really long time.
That is exactly why brands need to listen for and respond to negative online buzz, whether it’s a rant posted on a Facebook page or a seething review posted on Yelp. A quick response to a negative—and legitimate—review or comment is a must in the social networked world.
In a video clip on OPEN Forum, Gilt Taste’s Francis Lam shares that one reason brand response is important is because it makes the complaining customer realize there’s a real person on the other end of the screen. It often precipitates, he says, a change in the customer’s attitude.
Does your company respond quickly and appropriately to negative online chatter? If not, then it’s time to call in reinforcements. Our team at Social Strategy1 will help you develop and implement an online listening and engagement strategy that works to change consumers’ perceptions (and misconceptions!). Contact us for a free demo.