Statista tells us that 47% of US consumers have a more favorable view of brands that respond to customer service questions or complaints on social media. What are some ways you've seen brands change consumer opinions via social media?
*To learn more about this, check out the Using Social Media to Build One-to-One Relationships lesson via HubSpot Academy.
Oct 21, 2021 2:47 AM
I have seen a lot of cases like buying defective or misunderstood products, companies have to respond immediately and solve the problem in a very satisfactory manner.
Oct 19, 2021 4:50 PM
One company I purchased a gift from for my brother made good on a botched delivery, despite the fact that the failed delivery was not their fault. My brother posted on Facebook what had happened and they responded with an apology, a replacement shipment, and a discount offer for me. A proactive makegood to ensure their reputation remained intact in the face of unforseen difficulties that were out of their control.
Oct 19, 2021 10:56 AM
I follow fashion nova on instgram and they are very responsive to their customers. I have seen a customer change theri bad review to a good one just because they got responded to
Oct 18, 2021 7:18 PM
Oct 17, 2021 3:57 PM
Well, one of the ways I have seen brands do that is by investigating what their czstomers ask about in different social channels (Quora for example) and then create dedicated content to respond to such questions/doubts/requests.
Oct 14, 2021 8:37 PM
Definitely - brands that speak directly to their customers especially during recalls or service interruptions become the favoured brand.
Oct 14, 2021 11:43 AM
I have seen some brands interact with challenges that customers have put down/challenge the customer in turn in a fun way. On the other hand, I have also seen businesses actually address issues that someone might be having, which makes it easier for another customer to find the answer if they also had the same issue. The key for both interactions was that the company showed they cared about their customer and what they thought.
Oct 14, 2021 7:48 AM - edited Oct 14, 2021 7:51 AM
I have seen brands change the way a consumer respond to certain social media content. By input media content that would help the consumer ulitize the brand. Some brands gvies you live trivia interaction about the brand to help engage the consumer more with what the brand has to offer its consumer. Therefore, its multiply ways that your brand can reach and stand out to your target audience.
Oct 13, 2021 1:58 PM
A prompt response in a genuine, caring tone goes a long way in establishing and sustaining meaningful relationships with your customer base.
Oct 13, 2021 9:40 AM
The brand acknowledged the experience for the customer, and worked with them to find a solution. The brand was transparent about wanting to give the person a good experience and wanting to make sure they were happy with their purchase.
Oct 13, 2021 2:04 AM
Good morning 🙂
Must confess that I only follow very few brands on my private IG Account.
But I have seen good customer service with Ocean's apart. They were quickly replying in an understanding and caring tone and usually offered an immediate solution to the customer's problems.
Oct 12, 2021 12:25 PM
I Have seen this go back and forth between bmobile and digicel in my country. whichever carrier network has a public complaint by one of their customers - that customer is subject to experience an "apparition" from the competing carrier 😂
Oct 12, 2021 7:50 AM
Social media tactics like asking on Instagram stories or taking reviews online helps brands getting an honest opinion from consumers