Customer relationship for a product based company.

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All new posts need a flair going forward
byu/JonODonovan insocialmedia

[gigtime]

Is it a b2c product or a b2b product? Facebook is always a good start for B2C. Twitter may work well, too, to intercept complaints and respond to mentions, too. It’s a matter of whether or not your audience is there. Instagram, TikTok and YouTube can work, too, because you can interact with people in the comments section.

I was on a travel site yesterday and noticed a listing for a Hyatt hotel that’s across the street from where I live. Tons of reviews, good and bad. Hyatt’s rep was responding to every review. If it was a good review, she pasted the same cookie-cutter reply every time. ‘We’re so glad you enjoyed your stay… blah, blah, blah. For the negative reviews, she also used the exact same reply every time. “We’re so sorry you…” Half the time, her reply didn’t even fit the complaint.

I was amazed that this person in customer service (her name was attached to each post) thought this was a good practice. People don’t read a single review, they scan them. It was crystal clear to anyone what Hyatt’s rep was doing. Don’t ever do that. Better to say nothing.

People want to know they’re being heard. And, if there’s a problem, an apology helps. I’m amazed at how often I talk to people in customer service that don’t ever begin their response with ‘I’m sorry’.

Good luck!

[UnwashedApple]

Facebook?