If you’re not satisfied with a product or a service, one of the easiest ways to get the company’s attention is to tweet about it.
On the consumer end of things, this is great. It’s convenient, effective, and easy.
But for brands, it’s a source of anxiety.
No one likes bad publicity, and tweets can spread fast.
We’ve all seen the horror stories about companies getting called out on Twitter, for the world to see.
But believe it or not, you can make it something positive when this happens.
You can transform a consumer complaint into a fantastic opportunity to strengthen your brand and build trust.
Great customer service always looks good. Plus, even businesses mess up from time to time.
Revealing a flaw doesn’t have to weaken your image.
Instead, you can use it to emphasize your authenticity to your audience.
Marketing Insider Group explains it well:
RESOLVE CUSTOMER COMPLAINTS
This is one of the most impactful actions you can take to establish your business as an authentic brand.
People make mistakes. So do organizations.
Admitting our errors is what makes us human.
When a customer has a complaint, react to it via the most appropriate channels, whether privately through a letter, phone call, or email, or publicly on social media, online reviews, an online forum setting, or somewhere else.
Take steps to apologize and correct what you can.
This shows there is a genuine desire to provide a value-driven product or service, rather than to simply sell something.
You can find more sage advice for building consumer trust over at Marketing Insider Group.