Week 3 Post 1: Blog Post
Everyone has problems with a company or business once in a while. I don't think I have had difficulty communicating with a business. I bought glasses online one time and I have never done that before. So I didn't have a high expectation of the glasses looking good on me. I picked two different frames that I hoped would fit my face correctly. I paid and then waited for my glasses to arrive in the mail. Finally, they were delivered and I was extremely excited to try them on to see how they looked on me. I decided to keep one pair of glasses because they looked alright on me and I needed a backup pair so, I needed to return the other pair. I emailed customer service and told them I need to send them back and I got a reply back the next day with a return label attached. The company also offered me to pick out a different pair of glasses but I decided against it. I had a pretty positive experience returning my glasses. The company was easy to get hold of and they gave me multiple options to get my money back. I would definitely buy from them again if I was better at picking out glasses.
Social media makes getting the attention of businesses easier because social media is public. You're able to tweet to a company about a product instead of emailing or calling like people used to have to do. Also if you're persistent, you're bound to get their attention by your comment or post getting retweeted or shared by other people. If I were to review a product, I would give my honest opinion because I wouldn't want someone to buy a product that I had a bad experience with. Or if a product was amazing, I probably wouldn't stop talking about it and recommend the product to people that I think would benefit from it. If someone posted negative comments on my business's social media, I would apologize and ask them how I can help them and make them happier. Which could be refunding their money, replacing a product with the same one or a similar product. It's easier to respond to a positive comment by a customer. I would thank them for the positivity, thank them for doing business with my company, and tell them that I hope they return again.
Social media makes getting the attention of businesses easier because social media is public. You're able to tweet to a company about a product instead of emailing or calling like people used to have to do. Also if you're persistent, you're bound to get their attention by your comment or post getting retweeted or shared by other people. If I were to review a product, I would give my honest opinion because I wouldn't want someone to buy a product that I had a bad experience with. Or if a product was amazing, I probably wouldn't stop talking about it and recommend the product to people that I think would benefit from it. If someone posted negative comments on my business's social media, I would apologize and ask them how I can help them and make them happier. Which could be refunding their money, replacing a product with the same one or a similar product. It's easier to respond to a positive comment by a customer. I would thank them for the positivity, thank them for doing business with my company, and tell them that I hope they return again.
I'm happy to hear you have had good customer experience, it always feels good when you have great service from a business. I agree with the way you respond to customers as well as an acknowledgment to a customer can make them more likely to want to purchase from your company again.
ReplyDeleteAll the blogs I have read in this class understand that the public nature of social media is the single most important feature of it in consumer-to-business communication. It directly shifts the balance between consumer and business, because social media and the Internet in general give an individual much more power to hurt a business. Social media throws away the old adage about how many people a dissatisfied customer tells about their negative experience -- instead of a dozen or less, it is not thousands, or even millions.
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