– #21 –
If we have been living in the digital age, then the last few years must be subtitled as the time of social media.
We are experiencing an era where consumers are gaining control over companies through their interactions on social media. Even the late adopting companies have made their presence known on these sites.
Twitter has become a stomping ground for customer relations. Best Buy is a good example of how costumer needs are being met through Twitter’s free social service. The Wall Street Journal shared an experience from Best Buy’s chief executive, Brian Dunn:
“[He] tweets from his own handle, @BBYCEO. His musings range from sports topics to support for veterans. Sometimes customers use his account for complaints.
“A customer recently tweeted Mr. Dunn to complain about the customer service at Store #310. He replied the same day with his personal email address and a request that the tweeter send him contact information. ‘We will be in touch. I want us to make it better,’ he tweeted.”
Go back not even ten years ago and imagine how you would handle a complaint with a company. Would you walk into the nearest store and demand that you speak with the CEO? Never!
Now, that is not only possible through certain online social and networking websites, but it is becoming the norm to report your grievance openly to these organizations and their leaders.
Have you had a personal interaction with a corporation through social media to help resolve a concern or express your opinion (positive or negative) about their products/ operations?