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How Not to React to Negative Customer Feedback...
I recently assisted a friend of mine who works at a large corporation in the US. He is in the marketing department, and I helped him setup some basic monitoring tools using Netvibes.
Often times, I would peak at the brand monitor to see what was being said or whether I could improve the monitoring for him.
One day, I stumbled upon a particularly bad post, where a number of disgruntled customers were being very vocal about how dissatisfied they were with a recent product decision.
I notified my friend, and indicated that his marketing department should be aware of the conversation and authentically join it to resolve the issue.
What happened, baffled me. When I visited the next day, there were 5 or so posts, all written in the same tone (but allegedly by different people) defending the product decision and stating how it was the right decision to make and "everyone should be happy". This was not the response I expected from such a large company.
I was a bit shocked: It was all clearly written by one person, and it made the company appear ever more negatively in the eyes of their customers.
Rule for Social Media: Be Authentic. Be Honest.
