ExactTarget explains How to Deal with Complainers on Social Media
For every complaint expressed, studies indicate that more than 25 go unregistered. Rather than complain, the majority of those dissatisfied customers simply take their business elsewhere. And the millions (or billions) of dollars in lost revenue are rarely recovered. For those who do complain, there is no one right way to respond, because every situation is unique. Instead, it’s important to look at different complainer personas and react accordingly.
Social media now plays a critical role in protecting both brand equity and customer loyalty. More and more consumers are using social media to interact with brands; yet most customer complaints, questions, and comments remain unanswered by those brands.
In this infographic, we’ve identified the five different types of complainers and how you can deal with them.
Image from ExactTarget