socialauthority

Online Customer Attacks
Avoid becoming a victim of online attacks; advice from Paul Gillin's "Attack of the Customers"
   9 years ago
#socialauthorityDoes Blogging Still MatterWith so many B2Bs on the #blog wagon, can our team still benefit from a blog?
   9 years ago
#socialauthorityGo on! Publish a post!You, too, can publish long-form posts to #LinkedIn. Join us for a discussion about tips and tricks.
Top Votes
Robin Scharpf
Q3: How can online #customer complaints & attacks be avoided or minimized?
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Brian Gilb
A3: Take the conversation offline and address the customer in person or through a private message
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CatherineCameronHeld
A3 minimized...have a plan!
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Denise Bahs
A3: Transparency is king. Don't b someone you're not. #socialmedia
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Paul Krappman
A3: Do not ignore them. You have to respond or else it will grow like a wildfire.
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Profitecture
A3: Being true to your mission, transparent and honest ... quickly offering to resolve any issues that come up.
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Brian Gilb
Simply say, "We don't negotiate with terrorists"
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Mimi Murray Meagher
A3:According to @Pgillin, companies who are leaders in handling complaints encourage sharing negative experiences so they can handle them quickly.
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Paul Gillin
@GilbBrian Yup. Exactly. Don't fight in public.
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Robin Scharpf
.@pgillin Is it ever okay to go negative?
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Mimi Murray Meagher
A3: Online complaint got me a free lawn mower;)
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Paul Gillin
@MeagherMimi Right. What you don't want is for customers to just walk away without saying anything. If they complain you can rescue them.
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Denise Bahs
@MeagherMimi wow! All i got was a new garbage can.
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Paul Gillin
@MeagherMimi Tell us more.
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Brian Gilb
@pgillin It is kind of fun to see though. Like watching a version of Jerry Springer on Social Media.
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Robin Scharpf
Woot woot, @GilbBrian just brought in @springertv
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Brian Gilb
@springertv you should host online episodes of customers fighting and complaining to businesses. #milliondollaridea
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Mimi Murray Meagher
@pgillin got a faulty electric lawnmower, posted an online complaint and in exchange for removing the post, the company sent us a free mower!
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Brian Gilb
@MeagherMimi do you think that maybe you should have messaged them or call them instead of using Social Media?
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CatherineCameronHeld
@GilbBrian agreed! Good customer support is essential.
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Paul Krappman
.@united does a better job of responding to customer complaints through social than in-person.
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Mimi Murray Meagher
@GilbBrian Home Depot asked us to review our recent purchase, and that was the path it took!
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Paul Gillin
Always respect the customer. If someone is totally out of control, ignore them. Never insult them.
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Robin Scharpf
A3: It's important to listen to online comments about your #b2b to catch problems early and diffuse quickly.
Robin Scharpf
Q6: What are #trolls?
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Mimi Murray Meagher
A6: #trolls are looking for online attention!
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Paul Gillin
1. a mythical, cave-dwelling being depicted in folklore as either a giant or a dwarf, typically having a very ugly appearance.
2. An online ass****
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Profitecture
A6: People who disrupt online conversations with negative or offensive comments. #netiquette
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CatherineCameronHeld
A6 going to Wikipedia :) http://bit.ly/1J7ZS7...
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Paul Krappman
A6: Do not feed them... http://sd.keepcalm-o...
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Paul Gillin
A6. Actually, online trolls are people who insult others just for fun. They just like to tear others down.
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Brian Gilb
A6: The technical term is someone looking for an emotional response just for the sake of stirring the pot.
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Robin Scharpf
What's the best way to deal with trolls?
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CatherineCameronHeld
A6 Kill the trolls with kindness
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Mimi Murray Meagher
A6: Urban dictionary: One who posts a deliberately provocative message to a newsgroup or message board with the intention of causing maximum disruption and argument
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CatherineCameronHeld
A6 Trolls seem to have a lot of time on their hands...just sayin'
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CatherineCameronHeld
@MeagherMimi Yes - Trolls are deliberate and provocative in nature. Just mean little creatures
Robin Scharpf
Q5: How does a company handle an online customer attack?
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Profitecture
A5: Like @pgillin said - immediately take any complaint offline. Never argue or negotiate in public. #aotcbook
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Denise Bahs
A5: @pgillin says, "Get Ur Social Assets in Order" :) #AOTCbook
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Brian Gilb
A5: As quickly as possible with a playbook of pre-generated responses that they can quickly customize for a response
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Paul Krappman
A5: Make sure you have a plan. Attacks will happen. #AOTCbook
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Mimi Murray Meagher
A5: @pgillin says 'its about trying to get people to move from a demoter to a promoter' #AOTCbook
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CatherineCameronHeld
A5 Great article with Video from @SMExaminer with tips on how to handle online customer attacks http://bit.ly/1GtYR6...
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Paul Gillin
A5 Talk, talk, talk. Even if you don't know much, tell people what you know and promise to find out more.
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Paul Gillin
A5 Have a spokesman with recognized social authority handle crisis. @ScottMonty was a huge asset to @Ford #AOTCBook
Robin Scharpf
Q2: Why do customers complain online and through #socialmedia?
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Profitecture
A2: They know most companies w a presence will pay attention.
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Brian Gilb
A2L Its a more passive aggressive approach. It can also be used as a weapon against a business, giving them the feeling of power.
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Denise Bahs
A2: Custmrs complain thru #socialmedia bc they r frustrated with lack of response otherwise #AOTCbook
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Mimi Murray Meagher
Q2: Speed and exposure. Tweets travel faster than earthquakes!
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Profitecture
A2: People expect immediate response and social media is immediate.
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Brian Gilb
A2: Social media is an even playing field for everyone, and makes them feel closer to be able to interact with the business.
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Paul Krappman
A2: There are very few filters to go thru for customers to complain in #social
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Mimi Murray Meagher
A2: Companies who have a plan react well and quickly. If you don't have one, check out #AOTCbook
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CatherineCameronHeld
A2 I liked @pgillin quote in his blog that people still want to be a customer @Profitecture
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Paul Gillin
Research has shown that the most common reason people complain is to get a problem fixed so others aren't affected.
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Paul Krappman
Complaining customers are begging to become fans. Yes, really.
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Paul Gillin
The least common reason is to get a giveback or discount. People are remarkably magnanimous.
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Paul Gillin
Dell research has shown that >90% of complainers can be satisfied and >40% turn into raving fans.