Today’s #RockstarChat will be looking at a topic that so many brands misunderstand: How to respond to angry customers online. If companies handle interacting with an upset customer correctly, it can actually be an incredibly effective way to convert a dis-satisfied customer into a fan.
Perhaps the biggest misunderstanding about angry customers online that most brands have is why they are complaining in the first place. Many brands seem to think that if a blogger or customer is complaining about them, that they are intentionally trying to hurt the brand, and cannot be reasoned with, so the brand shouldn’t even try. Typcially, if a customer takes to social media to complain about a brand, it’s because they have tried other ways to contact the brand and resolve their issue, and feel like they aren’t getting the help they need. So really, they just want someone at the brand to pay attention to them and actually help them with their problem.
This is why there’s such a big opportunity for brands to convert angry customers into fans, because these customers are angry because they have a problem that they feel the brand isn’t helping them solve. If the brand will then step in and help them with their problem and give them excellent customer service, there’s a great chance that they can convert that angry customer into a passionate fan.
So that’s what we’ll be discussing today at #rockstarchat starting at 1pm Central: How to respond to angry customers online, and convert them into passionate fans. Hope to see you on Twitter!