Posts tagged with Complaints

Responding to criticism on Twitter can be dangerous

Social media is a powerful tool, and there are plenty of good reasons for individuals to be active in social channels.

But social media's power is a double-edged sword, and the old adage "It is better to remain silent and be thought a fool than to open one's mouth and remove all doubt" is especially relevant today because of services like Twitter and Facebook.

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How do consumers feel about brands on Twitter?

Many companies are under the impression that opinion about brands on Twitter is mostly negative, but a new survey conducted by Econsultancy (and supported by Toluna) shows evidence to the contrary.

The Twitter for Business Guide, published earlier this week, includes findings from consumer research, which indicates that a higher proportion of consumers have conveyed positive, rather than negative feedback on the social platform. 

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Tumblr's trademark stupidity

The protections afforded by intellectual property law have immensely benefitted technology companies, but that doesn't mean that they're not sometimes problematic. From ridiculous patent lawsuits to reverse domain name hijacking, IP is often a means to questionable ends.

Unfortunately, when it comes to trademark, some companies are making abuse all too easy.

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Poor customer service means more complaints on social media: study

According to a survey, while 83% of consumers expect businesses to work harder to keep them since the recession, just 5% of think that customer service has improved over the last three years. 

The channels that customers are using to complain are changing too. While 41% of people will make a complaint by phone and 63% by email, 20% take to social media sites to have a good old moan to friends and family. 

This means more negative comments about companies and highlights the need for customer service improvements, as well as policies to monitor and respond to complaints on social media channels. 

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Kevin Smith and Southwest: when should companies avoid the "social media sorry"?

Another week, another Twitter travesty. This week it's Kevin Smith, who was kicked off a Southwest flight when the flight's captain apparently made the call that he was too heavy to occupy a single seat. Smith is a movie director with more than 1.5m followers on Twitter, and he let them know about his ordeal in near real-time.

The outcome was predictable: a new Twitter-induced media storm, and PR nightmare for Southwest.

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Is it ever okay to admit your product sucks?

Domino's Pizza has a confession to make: the pizza it has been selling for decades sucks. If you ever thought that the crust tasted like cardboard, or that the sauce tasted like ketchup, Domino's isn't going to argue with you. It knows.

The pizza chain, which got a crash course in social media disaster management last year, has me thinking: is it ever a good idea to admit that you product sucks?

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