facebook hurts my feelings
What You Do not Know Can Hurt You
In this era of Web 2.0 social networking and communication, information flows more quickly than done never. Everything is good when used wisely. Things change, however, when negative information about your business like a virus spreads through Internet. What Worse, many companies are not even aware of what happens.
It all started with community forums and discussion groups. Before the introduction of service instant messaging in the days of dial-up Internet, people had used to share their experience and asked for help by posting in the forums or e-mail forum. While there are many forums however, are very mild, making it impossible to get the abusive messages to the masses. The danger today is currently available for public messaging systems like Twitter, Facebook, etc..
What actually happens?
It seems that people feel today need and indeed the responsibility to inform the world about their experiences. What was private is now public. What was the secret now proclaimed throughout the world. People are buying anything online, even before clicking the final submit button, have stupid and blog about this, for example, "I to find a bargain here "and so on. When goods are delivered, they say," Oh, that was fast! I have a special delivery beforehand. "The positive feedback driving the herds of potential clients the same website and attract new businesses to the seller.
However, when something goes wrong, customers are quick to tell the world too. The other day, arrived with one of the companies I'm involved. A customer uses to pay your bill to aid as a line of credit card processing. These manual payments are verified by personnel of the company and then manually at the customer's account, usually within an hour. Five minutes after the customer made the payment, called the accounting department and asked why payment has not been credited to your account. He explained that takes about an hour to process. The customer was angry, hung up and went straight to your Twitter to send messages such as "the service company are bad, "" Do not use this airline. "staff of the company quickly responded by sending messages type to meet the claims.
What can you do
The first and most important for each company is to be aware of what is happening actually on the network, knowing what people are saying about the company and how others react. That's what I really can not harm the company. Companies can not assume everything is fine, and customer service staff can not reject the negative conclusions about the company or go without knowing what was happening.
It strongly suggested to join the social networking fabric and messaging services like Twitter, LinkedIn, Facebook, MySpace and many others. Although there is no intention post messages, companies need access to these media in order to be able to search and read comments about them. Once a week or once a month, suggested someone at the company for a day or two searching the net for the name of the company or phrases such as "company name sucks" or "name of the critical enterprise. This will open most days for comments on the company. When you respond to negative reviews, concert accuse others and response explaining that the company will do. Become an active member of this community. This, in itself, can prevent many negative comments in the future.
Whatever you do, do not neglect No negative comments. To view the company welcomes all customers and is ready to improve the areas that attracted negative comments. This is the era of instant messaging. Encourage your company to use to your advantage.
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