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How to respond when customers get sour on social media

Contributor Jay Baer offers a five-point solution for dealing with customer complaints in social media.

Jay Baer on February 9, 2018 at 11:49 am

In today’s “always on” digital landscape, responsiveness is the name of the game for customer service. People are flocking to the platforms where they know they’ll be heard and, more importantly, where they know they’ll get a response. That’s why we see that Twitter has become a prime avenue for customer interaction with companies.

For example, Tesla CEO Elon Musk was in the giving spirit this holiday season, sending out a Christmastime tweet that thanked customers and asked them how the company could improve. It wasn’t simple lip service, though.

In recent years social media has become deeply integrated in our everyday lives. The concept of social media itself includes several categories: blogs, live journals, forums, chats, dating sites and, of course, social networking sites or SNS. Essentially, they all are platforms for people’s remote communication, i.e. exchange of different types of information: text messages, music, photo and video content. The most popular with the young people are social networking sites, such as Facebook, Twitter, Instagram, Vkontakte and so on. On the one hand, a social network is a very convenient tool for a quick message exchange, searching for old friends and making new acquaintances, keeping important information and discussing pressing issues in groups, right in the comfort of one’s home. On the other hand, psychologists and psychiatrists of the world ring alarm bells: social networking addiction too often becomes the cause of serious mental and nervous disorders, such as depression, social isolation, autism, and even suicide attempts of teenagers and young people. To my mind, social networking sites can be both useful and dangerous depending on who and how uses them. And I want to try to analyze their advantages and disadvantages.