• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
  • Advertise
  • Submissions
  • About Us
  • Contact Us
  • Mar 1, 2021
  • Startup
    • Creating a Plan
    • Funding a Startup
    • Franchise Center
    • Getting Your Office Ready
    • Making Your Business Official
    • Marketing Your New Business
    • Personal Readiness
  • Run & Grow
    • Customer Service
    • Human Resources
    • Innovation
    • Legal
    • Operations
    • Risk Management
  • Leadership
    • Best Practices
    • Communication
    • Green Initiatives
    • Open Culture
    • Strategic Planning
    • People Skills
  • Sales & Marketing
    • Advertising and Lead Generation
    • Marketing Innovations
    • Marketing Plans
    • Online Marketing
    • Relationships
    • Sales Activities
  • Finance
    • Budgeting and Personal Finance
    • Payments and Collections
    • Tax and Accounting
    • Pricing Strategy
    • Working with Investors
    • Working with Lenders
  • Tech
    • eCommerce
    • Hardware
    • Software
    • Security
    • Tech Reviews
    • Telecom
  • Shop

SmallBizClub

Helping You Succeed

efile4biz banner
Home / Run and Grow / Customer Service / Are You Responding to Social Media Complaints?
Are You Responding to Social Media Complaints?

Are You Responding to Social Media Complaints?

1587 Views

Mar 28, 2014 By Elaine Fogel

Is your company or nonprofit responding to complaints people make using social media? If not, it’s part of the 50% of brands without an effective strategy to manage potentially damaging social commentary. Oh-oh.

 
A new survey conducted by Social Media Marketing University (SMMU) uncovers that complaints in social media are on the rise. And why not? It’s easy for people to post their frustrations unlike the “old” days when they had to write and post a complaint letter and potentially wait weeks for a reply.
 
In this instant, digital world, people expect a reply from you as quickly as it takes them to post their rants. A different survey (from Millward Brown Digital commissioned by Lithium Technologies) discovered that a slight majority of Twitter users, who expect brands to respond to their tweets, feel that those responses should … 
 
come in less than an hour. In fact, when there’s a complaint involved, 72% demand a quick response.
 
Yet, in reality, most brands are slow to respond to the criticism.
 
The study shows that fewer than 1 in 5 respondents said they respond to complaints within an hour. And although a slight majority do so within 24 hours, more than 1 in 5 say they rarely—if ever—respond to customer complaints made via social. Ouch.
 
So, what’s the worst that can happen?
 
SMMU discovered that about one-quarter of surveyed brands said that their reputations had been tarnished due to negative social media posts. A significant portion also said they had lost customers (15.2%) and revenue (11.4%).
 
I wrote about this in July of 2012, and it appears that progress has been slow: How Do You Handle Social Media Complaints?
 
Has your organization developed a social media strategy to deal with complaints? If yes, please share some tips. If no, why not?
Response Time Chart
 
 
This article was originally published by Elaine Fogel

Filed Under: Customer Service Tagged With: Branding, Complaints, Customer Service, Elaine Fogel, Social Media

Elaine Fogel

Elaine Fogel

Elaine Fogel is a marketing, branding, and customer experience evangelist, professional speaker, and author of Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success. People in 100+ countries regularly read her blog, Totally Uncorked on Marketing and her articles have appeared in many publications.

Related Posts

  • Why Traditional Mail Marketing Works Great for Branding
  • 4 Tips for Creating a Memorable Brand
  • 2021 In the Law -A Look Ahead in Trademark & Branding Cases

Primary Sidebar

efile4biz banner

Random

Looking for a VAT Tool? Here’s What You Need to Know

Feb 8, 2019 By Debraj Chatterjee

How to Choose a Commercial Property for Your Business

Feb 1, 2016 By SmallBizClub Contributor

3 Best Social Media Platforms for Your Business

Jun 23, 2017 By SmallBizClub Contributor

7 Mistakes That Will Kill Your Brand

Aug 22, 2014 By YEC

5 Signs Your Small Business is Slowly Killing You

Nov 4, 2014 By SmallBizClub Contributor

efile4biz banner

Footer

About Us

Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.

  • Facebook
  • LinkedIn
  • RSS
  • Twitter

Copyright © 2021 by Tarkenton Institute, Inc. All Rights Reserved | Terms | Privacy