Social Media

crystalking
Academy Team
Academy Team

How have you seen brands change an unhappy customer into a happy one?

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. 



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817 Replies 817
AFolorunso
Member

How have you seen brands change an unhappy customer into a happy one?

Yes

0 Upvotes
EHansen
Member

How have you seen brands change an unhappy customer into a happy one?

The company I used to work for is very good a social media customer service. They have different groups for different types of dog trainers and most of the time the community answers questions. Since it was only a 1 person operation fielding the questions, having those communities was really helpful. Even when somebody has a complaint, the community came together to say things like, "That's weird. Have you tried calling Minnie? She usually helps with everything!" and then the person calms down, called and usually came back to edit their post or complaint to let everybody know it was resolved. Back then I didn't realize how effective this strategy was.

NRoberson
Member

How have you seen brands change an unhappy customer into a happy one?

The best exampe I can think of is the Sonic the hedgehog issue. When the trailer for the movie was released and viewers saw the graphics and Drawing of Sonic. The social media outcry was so large they delayed the release of the movie to redraw the characters.

FTyus
Participant

How have you seen brands change an unhappy customer into a happy one?

I was amazed at the backlash caused by a celebrity's comment about the work ethic of females.  It was interesting to see how the social community instanteously engaged with rebuttals.  Being new to engaging in the many facets of social media is intriguing.

JLin20
Member

How have you seen brands change an unhappy customer into a happy one?

learned  a lot in here 

FTyus
Participant

How have you seen brands change an unhappy customer into a happy one?

When laundry detergents initially came out with pods, there was an over whelmingly relieved community of parents when brands made concerted efforts to make the containers more child proof.

TheDon
Participant

How have you seen brands change an unhappy customer into a happy one?

As a brand, it is imperative to use the human approach, and respond to any feedback, especially negative, so that the user feels acknowledged and heard. This will earn you brand trust and definitely help in turning them back into a happy customer.

admiral566
Member

How have you seen brands change an unhappy customer into a happy one?

The first thing you need to do is show an unhappy customers that you care and show them we truly understand the problem. When handling an unhappy customer, we make sure have all of the background information and order history for that customer.

SJain85
Member

How have you seen brands change an unhappy customer into a happy one?

yes, zomato in India has used social media platforms like FB and Twitter to adress public grievences and ther hase been a positive response from the customers.

CPelosi
Participant

How have you seen brands change an unhappy customer into a happy one?

It is important to take into account the social media channel that the consumer/reviewer/etc. is using to voice their concerns. With your response, keep in mind tone and overall messge length as it may require a different channel (email, phone, text, etc) to provide a more comprehensive response.

JSiacor
Top Contributor

How have you seen brands change an unhappy customer into a happy one?

true that. Different audiences different approaches. Due diligence (market research etc) truly matters as to how best to serve a market. 

0 Upvotes
PNeag
Participant

How have you seen brands change an unhappy customer into a happy one?

I can tell you how we do at our company. When a customer is complaining about the products or the brand we try to reach him/her to see what their problem is and try to solve it. We never leave a customer without an answer to their problem, even if that comes with a price for us. Because we are a jewelry brand, we usually try to replace the product, send it to service or in some cases, if the product really has factory defect, we give them a refund. We know that one unhappy customer means way more unhappy customers because people listen to what others have to say about the brand and the products and they trust more a customers review or perspective. Curious to learn how you guys are dealing with unhappy customers at your company.

JSiacor
Top Contributor

How have you seen brands change an unhappy customer into a happy one?

wow! amazing! that's what I call experience management to the utmost. Kudos to your brand and may you flourish some more!

0 Upvotes
irfanafaf
Member

How have you seen brands change an unhappy customer into a happy one?

consumer becoming more organic and really counts what's real.

JSiacor
Top Contributor

How have you seen brands change an unhappy customer into a happy one?

true. very true!

0 Upvotes
LLabissiere
Participant

How have you seen brands change an unhappy customer into a happy one?

Sometimes by the way they communicate with the customer, for example after bad reviews, they contact the customer and help them out. Also, by giving out a lot of discounts, membership, or free samples when you order as a member or for the first time, even if the product is expensive the customer will be happy to buy it. 

JSiacor
Top Contributor

How have you seen brands change an unhappy customer into a happy one?

great! now make a social media policy so the system runs even if you're miles away. 

0 Upvotes
UArua
Member

How have you seen brands change an unhappy customer into a happy one?

A topical example of how to make an unhappy customer happy is when a friend ordered a shoe form online store and the delivery company kept the shoe with them for 2week, she was mad at them but she still had to reorder, so the shoeline had to give her Express delivery with apology note. She was so happy and they got a good review 

GreyLMartin
Member

How have you seen brands change an unhappy customer into a happy one?

Being responsive and listening to the issues/complaints. Trying to solve and help them as much as you can. Also by rewarding them with some freebies, gift cards, promos, etc. It's all about making customer happy and satisfied. 

0 Upvotes
SamFerguson
Member

How have you seen brands change an unhappy customer into a happy one?

My friend complained on Twitter about some poor quality baby toys she had bought which were substandard to her brand expectations. The company apologised profusely and sent her a bag full of toys from its range, which she was thrilled with. She went on to post pictures of her gifted items all over her social media channels. Not only was her confidence in the brand restored, she became an active promoter of their products!