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8/1/2013 4:06:30 AM
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dazarobbo
dazarobbo

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What's your opinion of threatening businesses with negative reviews on social media to deliver on their promises?

You've probably noticed companies which operate a social media presence will often get replies from customers who have had a less-than-great experience with them. You've probably also noticed they usually get the customer to reply to them privately, likely as a method of keeping the feedback and issues they've had hidden from the public so as not to tarnish their reputation. Given this, do you think posting publically about a problem you've had with a business on social media is a more effective method of recourse than contacting the business directly? Does anyone have any experiences doing this they'd like to share?
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  • Edited by Mac: 8/1/2013 4:16:44 AM
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    I think it's definitely a more effective method of recourse. Public perception is one thing a business heavily relies on, when their reputation is damaged, that's less potential customers they have, which you could consider an economic loss in a way. It's also a deterrent, meaning they'll be less likely to displease a customer because they know they'll get negative feedback which could spread. The way I see it, social media could be a companies best friend or worst enemy. If you provide a good service or product, you'll most likely get good reviews and people will be more inclined to use that service or product. If you provide a bad service or product, you'll see the opposite of the former happen. I also provide reviews for products on the companies website. However I only do that if I really love or hate a product.
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  • Edited by Silent Bob: 8/1/2013 4:30:05 AM
    When it comes down to it, image is important, especially for companies. If something were to ruin that image, it could be detrimental and make the company lose business. That being said, public proclamations about some issues with a company will most definitely have a greater impact than such proclamations done privately.
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    • Many of these problems are going to be posted on a website, much like this one infact. I don't see massive media controversy about it. The notion about keeping it between customer support and the consumer, is for in most cases customer convenience to solve the issue faster (Which generally isn't the case anyway, I know). However if it were perhaps something very, very serious - I would see the incentive from a business point of view to keep it 'under the table'.
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      • I would go to social media if private negotiations failed. By that same token though, that's basically hiding underlying problem while PR teams treat the condition. By making it public, making it visible you're warning other customers and getting those higher up on the corporate food chain to fix shit.
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      • [quote]do you think posting publically about a problem you've had with a business on social media is a more effective method of recourse than contacting the business directly?[/quote] Now a days? Unfortunately I would assume so. (I have no experience with any of this first hand.)
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      • Freedom of speech is essential to any society. If I had a negative experience with a business, I should be free to let other prospective customers know.
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      • actually yes, my local McDonalds is horrible in terms of service. They always mess up the order or forget something. So I complained on twitter about it. McDonalds responded, gave me some instructions and I ended up getting some coupons for free food. I had called corporate before, but was never able to get ahold of anyone.
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