Social media can bring you uncomfortably close to your customers

// August 6th, 2010 // Other news

Social media brings you the truth about your brand

Don't ask customers for their opinion without paying attention to their answers.

It’s a great idea to show consumers considering your brand what other consumers think about it. But it’s really important to listen closely and pay attention to that stream and participate in the discussion.

This angry and ignored Malvern Star customer hasn’t just been ignored in store and on the phone, he’s also being ignored when he takes his complaint to the brand’s website.

This page could look so much better with a conciliatory comment from Malvern Star customer service, with an offer to resolve the problem on the phone or via email. It might even become a net positive result for the brand if handled well.