Comments on: My personal guarantee: No one has EVER complained about your company using social media http://www.socialmeteor.com/2009/06/08/my-personal-guarantee-no-one-has-ever-complained-about-your-company-using-social-media/?utm_source=rss&utm_medium=rss&utm_campaign=my-personal-guarantee-no-one-has-ever-complained-about-your-company-using-social-media Break Through & Make an Impact with Social Media Thu, 02 Sep 2010 00:59:26 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Nate Warnke http://www.socialmeteor.com/2009/06/08/my-personal-guarantee-no-one-has-ever-complained-about-your-company-using-social-media/comment-page-1/#comment-398 Nate Warnke Wed, 17 Jun 2009 14:55:52 +0000 http://www.socialmeteor.com/?p=2220#comment-398 Another reason why a complaint is a gift: In grad school, I headed a team that did primary (and secondary) research regarding complaints-specifically, service failures. It was somewhat surprising to me that customers who experience a properly recovered service failure exhibited better loyalty and higher satisfaction than those who had never had a service issue. Another argument that your complaining customers can be transformed into your best customers, if you listen to them and respond properly. Another reason why a complaint is a gift: In grad school, I headed a team that did primary (and secondary) research regarding complaints-specifically, service failures. It was somewhat surprising to me that customers who experience a properly recovered service failure exhibited better loyalty and higher satisfaction than those who had never had a service issue. Another argument that your complaining customers can be transformed into your best customers, if you listen to them and respond properly.

]]> By: Mike McDermott http://www.socialmeteor.com/2009/06/08/my-personal-guarantee-no-one-has-ever-complained-about-your-company-using-social-media/comment-page-1/#comment-370 Mike McDermott Thu, 11 Jun 2009 13:37:14 +0000 http://www.socialmeteor.com/?p=2220#comment-370 I like your insight. I have found that one of the main detractors to progress in this area is the business' own privacy issues. Many organizations are afraid of anything that would break their concentration on making "the best widget" in their own eyes. Introducing alterations, changes and suggestions from "the peanut gallery" may increase production costs, require retooling and decrease profitability. So while businesses may want to listen to the negative comments from a brand/competitive advantage perspective they rarely do so because it will make their widget better, faster or more desirable. Unless of course you are SouthWest, Apple or Dell those marginally successful organizations. ;-) I like your insight. I have found that one of the main detractors to progress in this area is the business’ own privacy issues.

Many organizations are afraid of anything that would break their concentration on making “the best widget” in their own eyes. Introducing alterations, changes and suggestions from “the peanut gallery” may increase production costs, require retooling and decrease profitability.

So while businesses may want to listen to the negative comments from a brand/competitive advantage perspective they rarely do so because it will make their widget better, faster or more desirable. Unless of course you are SouthWest, Apple or Dell those marginally successful organizations. ;-)

]]> By: Mark Anderson http://www.socialmeteor.com/2009/06/08/my-personal-guarantee-no-one-has-ever-complained-about-your-company-using-social-media/comment-page-1/#comment-365 Mark Anderson Mon, 08 Jun 2009 11:14:54 +0000 http://www.socialmeteor.com/?p=2220#comment-365 Your worst customer can be your best friend (paraphrased from What Would Google Do) Your worst customer can be your best friend (paraphrased from What Would Google Do)

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