Social media has impacted communications between businesses and consumers. It's more of an easy access. Everything has transitioned to online services such as going from regular post mail to emailing or texting. Through social media, consumers are able to receive answers quicker than having to wait for a post mail to come in within five to seven business days in regards of a complaint or question.
Many businesses will have their own website which they'll stay consistent with. As far as I know, they will either have a customer service team or a review page that consumers can insert their inputs in which they are able to reply back to. First hand experience with a customer service team, I was able to get in contact quick and they were able to help resolve an issue I had within less than 24 hours of reaching out. But with review pages, they are open to the public. Anyone is able to view prior consumers comments which could be challenging to future consumers. Everybody loves to read reviews before purchasing from a business or to see what they were rated as from health department.
Although throughout my research of reviews, I noticed that majority of them were pretty positive remarks compared to the negative. Some businesses had replied quicker than others or some sounded very understanding, but would leave off with a smart remark toward the consumer. Even if the review was good, the business would sound condescending.
As for myself, I don't really write reviews. But, I will share a post of a small business on my instagram story if I was very much pleased with the service or product. I haven't been in contact with a horrible service or unsatisfied product yet to write or input anything negative. I also hope I don't have to write one either.
However, if I were to have my own small business on social media, I would make sure every complaint or comment is responded to. I will have to stay consistent to ensure my business is professional and caring of others feelings. That way consumers will know my business is legit and makes way for new consumers. When it comes down to negative comments, I would be open minded and try to see if there's any way of resolving the reviewers issue. For a positive review, I would sincerely thank them.
+ There wasn't just one business I wrote about, it was a combination.
Businesses: Wienerschnitzel, McDonald's, Nike, Teri Cafe, Sunshine Kitchen, and Big Lots.
No comments:
Post a Comment