Week 3 Communication Part 1

1. Yes i have experienced difficulty communication with a business and its very frustrating. I would be on hold for longer than 5 min. just for them to tell me they cant help me.

Yes i do think social media does help to make it easier for you to get your problem solved. I think because of the fact that they know so many people use social media, so it can ruin a businesses reputation very fast. So they will try to handle it right away so they don't look bad.

Yes i have had a positive experience communicating with a business on social media, they liked my comment right away so it left me with a good experience with the business so, that would make me use them again. I like that they took time to talk to me.

If it was my business on social media i would respond to any and all positive and negative comments right away because, bad comments being answered right away makes a client feel at ease and like you care. For positive comments it make you look professional and like you care.

My experience was made to be negative because they didn't respond to my calls or my comments on social media. Its because they didn't think i mattered enough to respond to so that made me angry, so i will never use them again.

Comments

  1. Hi Leslie. It is frustrating trying to get help and no one able to assist you. I have had many experiences dealing with that and with positive notes as well. We had the same reply addressing positive and negative comments. Either way, your costumers feel engaged and if you go above and beyond the customers expectation during their negative experience, they’re more likely to come back regardless of their situation.

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  2. Leslie, it is interesting that your theoretical plan is to respond to every comment. When I was brainstorming how I would use social media in a business environment, I decided that that I wouldn't do that. My thoughts are that very quickly a company can get overwhelmed addressing social media comments instead of focusing on the core of their business. I think a targeted approach to the comments would free a business to focus on a quality product and their customers without needing an entire social media team.

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  3. I can totally relate to not being able to get the assistance you need and how frustrating it can be. I believe that the businesses who do not utilize social media well and fit the experience you described don't understand the important social media marketing plays nowadays.

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