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When customers tweet is it primarily to call out bad service, or to offer praise?
When customers tweet, do you think it's primarily to call out bad service? Or do customers tweet mostly to offer praise? Any stats are also welcome.
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4 Answers
I have done both, although complaints always rise to the top in these venues. I think as a business owner (or social media rep) it is important to reply to all, even if just a 'thanks for the comment' tweet. Uber is one company I have been impressed with on Twitter answering both complaints and praise.
I really think it's both. When people are tweeting, they are wanting to get the word out about something. No matter what it may be, it has something to do with them and how it affects them. If it's a product that they've heard about, they may want to promote it in their own way to show it's value, and by tweeting, they feel they've done their job. Also, if it's about something that bad, you can bet that tweeting to followers will have an impact of some kind upon that company and the product.
It's really up to you....give great customer service and you can expect positive responses. I talked with Southwest Airlines a couple of days ago and they get "way more" positive tweets than negative. If you are getting negative tweets it isn't the customer!
I tend to Tweet bad service, as I expect good service. Outstanding service should also be noted, but those are few and far between.
In the last several months I have tweeted/blogged about bad customer service from AT&T, E-Bay, my Mini dealer and Chase Bank.
AT&T actually answered some (not all) of my issues when I wrote them a letter.
E-bay never deigned to answer.
The Mini dealer couldn't care less.
And Chase Bank is a fight that has gone on for over 18 months; and if it weren't for all my CC's to regulators and government officials, they wouldn't have answered either, because they are the "BANK" (which is kind of funny because one of my issues is now part of a Class Action Law Suit).
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