Skip to main content

The Power of Twitter Complaints

Image
By
When I had a complaint, I often went to managers because I believed they were empowered to do “whatever they can” to satisfy me. This is not the case anymore. The most attention a person can get is to complain on Facebook or Twitter. In June, we discussed why hotel guests need to complain via social media. In September, we shared a relevant news article about how much attention restaurants pay to those complaints found on Facebook or Twitter. Today, I am going share another Wall Street news video about how travelers may get better results from their complaints about airlines --- people might have received a “NO” from a real person on the phone, but they got a “YES” after they tweeted. Did you have similar experience? Now that you know the trick, what will you do the next time when you experience a problem?
Labels:

Comments

  1. wewill01November 8, 2010 at 6:52 PM

    The whole "social network" trend has been getting bigger and bigger throughout the last couple of years. I really don't understand how a customer can call or physically approach a company with a compliant and get one answer and then "tweet" and get an entirely different response. Pretty soon people will stop complaining to the actual company and just use whatever social network is available to vent their frustrations. Not only is this a common factor in customer/company relations but also with sports. Many different sports have fined players for "unlawful" tweets.

    - Willie Williams

    ReplyDelete
  2. Philip L. SchanckDecember 3, 2010 at 8:18 PM

    Seldom do I encounter a problem, whether it is with an airline, or another business entirely, that I cannot solve with the proper complaint through the proper channels. However, with that being said, I can see how it is easy to say no to a complaint in person, but much more difficult to ignore one that is broadcast to the world. Companies need to realize that their public image and reputation could slowly be destroyed over comments on facebook and twitter. While I do have a twitter account, I use it for more personal reasons than professional. However, at this point, I think that threatening to a manager to ‘tweet’ about an issue may be enough to render the desired outcome you are looking for.

    Philip L. Schanck

    ReplyDelete

Post a Comment

Popular posts from this blog

Yammer: A Social Networking Site Exclusively for the Workplace

By
Effective internal communications among employees are related to some desirable organizational outcomes, such as robust morale, a clear vision, low turnover, and high employee engagement. The question is what platform can serve the purpose. This ABC News video introduces “ Yammer ,” an exclusive internal communication tool for companies. A user must use a valid company e-mail address to sign up for an account. Once an account is validated, the user will be led to the company page that is pretty much like a Facebook page. The difference is that only the users whose e-mail addresses share the same domain can see the wall and communicate with each other. I have no question about whether Yammer could be a useful internal communication tool for companies, but I just wonder: how many social networking sites do people need for communication? Why people have to “create” so many platforms or channels for “effective communications”? To many people, Facebook is only for “friends,” whe
6 comments
Read more

Will restaurants of the future still need a dining room?

By
It does not seem the coronavirus is leaving us soon, although we have seen good   progress in developing the vaccine . In recent weeks, many places reported   a surge of new infected COVID-19 cases . Some even resumed   lockdowns   and the mask-mandate order, forcing restaurants to   shut down indoor dining   services again.     As a short-term remedy, restaurants immediately shifted their offering to   curbside pickup and delivery  services. Meanwhile, restaurants are testing new concepts to embrace the   contactless self-service  trend for the future. Here are some examples,     Chipotle opened its first digital-only restaurant     The new prototype, known as the   Chipotle Digital Kitchen , debut in Highland Falls, NY, earlier this month. Different from the traditional Chipotle restaurant, the Chipotle Digital Kitchen features:     A lobby designated for pickup services through off-premise orders.   A see-through kitchen, allowing customers to see, smell, and hear what is going on b
1 comment
Read more

The 2020 hospitality and tourism trends that will likely stay in 2021 and beyond

By
The COVID-19 pandemic had made an unprecedented impact on the   global economy   in 2020. The good news is the long-waited COVID-19 vaccines will   soon become available . Let’s hope that the coronavirus will disappear soon as we enter the New Year.     Looking back before we look forward   At year-end 2019, I predicted a few   2020 trends   in hospitality, retail, and tourism businesses. For example, I recommended that we should pay special attention to the following areas:      A shifting focus on food delivery, sustainable food, and quick-casual restaurants. Using AI and facial recognition in service operations.   The threats from Google, Amazon, and Airbnb as a (potential, new) giant tourism enterprise in the market.   Investors’ growing interest in boutique retail stores and hotels. Customer loyalty issues as more travel companies adopted the dynamic pricing strategy even in their frequent traveler programs.   Safety issues during travel.     Certainly, the global pandemic was not
2 comments
Read more