Not so long ago companies could buy their impression on the world with expensive ad campaigns and carefully crafted press releases. Negative response to service or products generally fell on deaf ears and could not compete with the hype and glitz of mass marketing.
The dawn of Social Media has changed this trend dramatically giving the customer a massive audience to air their grievances. Bad reviews for service or products are now posted to Facebook, Twitter and even photos or videos via Flickr or YouTube to emphasise discontent. These comments now get viewed via the networks of the unhappy customer and can then be shared and passed through even more.
On the other hand this c
an also be a positive situation. People are just as likely to comment about good experiences, as the trend now is to post pretty much all our daily activities online.
Use of geo-locating services such as Foursquare and Gowalla show your network where you’re shopping; eating; going on holiday and much more. These services now also allow photographs and comments to support positive (and negative) experiences. More than ever, customer service and product quality need to be at their best for your company to survive this new transparent world.
The big advantage a business owner has here is that he too can see these comments and react. Monitoring Social Networks and reacting quickly and positively to negative feedback can turn a complaint into a raving review of your company. The PR department of a company now has a new and instant ally with Twitter, Facebook , YouTube and more, to measure their customer satisfaction and implement “damage control” immediately.
This is another area of expertise that Rebuzzna Communication can add to your Social Media campaigns. We don’t stop at promoting your business; creating a fan base; generating content and provoking interaction. We also stand guard for your brand monitoring all comments made throughout the Social Networks and responding to ensure any negative comments receive immediate TLC.
