Week 2 Post 1: Blog Post

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When purchasing a new car brand I looked forward to receiving great service as I had with past brands. My expectations were tarnished. They featured online appointment booking. An agent was to call and confirm my appointment. They never did this. I had tried calling and emailing directly to confirm, with no answer. While in my appointment they were to text when my car was ready. This did not happen. When a business promotes new features, they need to follow through. This experience left me upset enough to send my business elsewhere.

Social Media has made it easy to communicate with replies essentially in real time. Tagging or posting a hashtag brings attention to the company you are talking about.  Most companies want to see if you are talking about them.  Social Media has made it as easy as communicating with a close friend or family in the same city. From small family run businesses to local companies they want to hear that you are either happy or dissatisfied with the service you received or lack thereof.

Comments on posts are important to comment on as soon as you see them. Reaching out in a direct message may be the best to go into details in a non-public forum.  In a negative review, I would post an empathetic comment stating that I would love to talk further with that customer. Replying back could be the difference in one upset to an angry group of their friends and followers.          
         
The key to communication on social media is timeliness. It is important to reply and listen to all talk of your company and act. An angry comment or rant with no response will fester with the customer.  For my company I would want to react fast and shower customers with gratitude and remorse. I believe that this is the way to a happy customer base.

Comments

  1. Jamie LeongFebruary 18, 2020 at 2:03 PM

    Your experience with the auto customer service is very surprising to me! When I was in the market to purchase a new car, the sales reps wouldn't stop contacting me which drove me nuts!
    I agree that the time frame of when businesses should respond to their customers is important within social media. I feel that social media is meant to give people the ability to receive a response within a day or less, whereas emails can be delayed withing 2-3 days.

    ReplyDelete

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