I've had several difficulties communicating with businesses, particularly internet service providers or online merchants who deal with processing credit cards.
Most of these have to do with personal accounts and information that are not as easily discussed over social media. So in these cases, I have not used social media to contact them. I deal with an automated computer system for about 20 minutes each time before I speak to a representative.
As I am not product centric, I do not interact with companies about products on a regular basis. However, I have seen many examples of people using twitter to speak to an airline about their experiences. Some of those companies deal very well with customers through there, others have still yet to master such an experience.
Most of the companies that I have attempted to contact through social media are usually inundated with messages from large amount of people. Therefore, I have never received a response back from the majority of these companies when I send them feedback about a product, either negative or positive. Therefore, my overall experience with companies through social media is negative based on lack of response.
Hi Brian,
ReplyDeleteInteresting post. Sometimes I have a negative reaction to social media as well. I tend to look for product reviews (comment posts) and read the threads in an effort to understand whether or not to purchase an item based on other peoples experiences. For example, too much bad press about a company or service and I’ll look elsewhere (I’m sure you’re the same).
...nice suit by the way :-)
ReplyDelete