Customers are demanding more from brands
They have gained a sort of public power. Anyone with a social media account is a journalist of sorts and with an easy swipe open of their lock screen can direct a complaint to any brand or company for the world to see. Of course, once one complaint has been aired, it gives licence to other complaints to come out into the open. And so one seemingly innocent online complaint could turn into a viral storm of trending hashtag(s). The true reality is that consumers, you and me, just want good service and value for money.
Customers want to be heard and ultimately valued
People use social media to level the field between them and big corporate and all businesses should do is turn a kind ear to listen, address and then consider whether maybe they should implement change into their organisation.
We have many years’ experience in this space while also taking into consideration consumer behaviour, social media trends and human psychology to assist and support our clients in managing their social media strategies and implementing crisis management processes.