While consumers and brands are aware of the role social media plays in advertising and marketing, some remain unaware of how social media sites, like Twitter and Facebook, are also being utilized to facilitate customer service. This growing trend is often referred to as "social media customer service" and is becoming more and more popular among consumers active on social networks. As more consumers opt to address customer service [...]
On average, consumers will share a positive experience with roughly 15 people. When consumers encounter bad customer service experiences, however, they tell about 24 people. Social media platforms such as Facebook and Twitter increase the impact of customer service complaints, especially when you consider each of those 24 people can easily spread the word among their own friends and fans. All things considered, one would expect businesses and brands [...]
Successful social customer service needs to be implemented from the top-down. Otherwise, social media customer service efforts, while meaningful, will have much less of an impact. A recent survey from Social Media Marketing University (SMMU) delved into the specifics of negative social media comments and how businesses go about dealing with social customer service, specifically complaints. The social customer service survey collected data from 1,036 marketers, social media strategists, [...]
Any business, brand, company, or service provider will eventually disappoint a customer. It's a cost of doing business, but it's exactly why a little thing called "customer service" exists. Even the best businesses receive negative feedback and online complaints, but how you respond is what separates great companies from mediocre ones. If your company is the subject of a negative online review, here's how you should respond. The first thing [...]
Fake online reviews are a big problem. Fraudulent negative online reviews disrupt consumer behavior and can lead consumers to believing things that simply aren't true. Researchers estimate that up to one-third of online reviews are phony — many on small sites without robust fraud detection. - Boston Globe, Review websites try to thwart false customer ratings Not all hope is lost. Some online complaint websites and negative review applications have [...]
Customer service failures can result in negative online reviews, customer complaints, and lost revenue, so being good at customer service is imperative to the success of any business. Customer service takes many forms, but the key to being great at serving the customer depends on how well you execute your customer service strategy. Here are five ways you can win customers and improve customer service. Listen. Customers, rather people, [...]
Comnio is designed to help hard-working consumers, businesses, and service providers communicate better. Not just for the sake of communicating, but for addressing and resolving customer service-related issues and messages. Recent news about negative reviews has some consumers worried about the legality of posting negative reviews online. Negative reviews are protected speech. Consumers have the right to express their negative opinions and views about businesses, brands, people, places, even [...]
No one reads agreements, contracts, or terms and conditions thoroughly, but consumers may unknowingly be signing away more freedoms than they think. More companies, service providers, and businesses are hiding non-disparagement clauses among the ten-point font we rarely take the time to read. What's a non-disparagement clause? Basically, a non-disparagement clauses prevents consumers from writing negative reviews, or complaining about the business, brand, or service provider – regardless of [...]
Common sense would suggest the longer food sits on the floor, the more likely it is to accumulate bacteria, but does science support our intuition? In short, yes, it does. Anthony Hilton, a professor of Microbiology, recently conducted a study to test the five-second rule. He and his students tested how much bacteria different foods attract when they come in contact with various types of flooring. They conducted the [...]
Companies constantly advertise how much they value customer feedback. Unfortunately, few actually do value customer feedback. What are upset consumers doing? Turning to social media to share their feedback, both positive and negative. Millions of Twitter, Facebook, even Instagram users use social media to share experiences, and now customer service experiences are beginning to surface. However, even on social media sites like Twitter, customer complaints often go unanswered. As [...]