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Complain Box @ Social Media

Author : check buzz

Few days ago I met an old friend, who is working in a marketing department of a very renowned company and he told me that their company is thinking about using social media as a medium to attract more complaints. Initially it sounded a bit odd to me, why someone wants to know complaints, giving a deep thought to it I realized it is a right thing for a company to develop its product and services.
My friend told me that their are some lagging's in their company and some underline problem, for which customers would be complaining about it somewhere. And if this is the case, then why not give them a dedicated social media platform to complain, from where they can also read and respond directly.
Social media has always attracted marketers and everyone using it for different purposes, but according to me it can be a very effective tool to manage your reputation. Whenever a customer complains about anything, it is discussed by the consumers and many times factual inaccuracy occurs. A brand should respond when any factual inaccuracy occurs and they should educate their customers with the correct facts. Marketers should engage with their customers whether they are complaining or appreciating but this generally happens only when they are surrounded by a crisis.
Social media can help averting a crisis if it is used as a long term approach and not as an immediate solution to a particular problem. The best way to do this is by providing a dedicated platform for complaining because there can be thousands of complains floating around social media and dealing with them is not a very easy task, but if you tell them where to complain and if platform is managed by the company itself then handling of issues would be a lot easier. By doing so you will be able to understand what your consumers want from your product, which will help you to innovate a new product according to the need of the consumers.

Vicky Jain

The author is a business researcher with CheckBuzz, a social media monitoring company.

About CheckBuzz : A Social Media Monitoring Company, which tells brands/corporates what bloggers, journalists, powerful consumers, or even ordinary people are saying about them. Having a healthy experience of 3+ years, this company gives its solutions on Social media consulting, Social media marketing and Social media monitoring.

For any inquiries, please feel free to write our team:

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Tags:   Social media consulting, Social media marketing and Social media monitoring

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Submitted : 2010-11-23    Word Count : 409    Times Viewed: 182