socialauthority

Online Customer Attacks
Avoid becoming a victim of online attacks; advice from Paul Gillin's "Attack of the Customers"
   7 years ago
#socialauthorityDoes Blogging Still MatterWith so many B2Bs on the #blog wagon, can our team still benefit from a blog?
   7 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.
Robin Scharpf
Q3: How can online #customer complaints & attacks be avoided or minimized?
Brian Gilb
A3: Take the conversation offline and address the customer in person or through a private message
CatherineCameronHeld
A3 minimized...have a plan!
Denise Bahs
A3: Transparency is king. Don't b someone you're not. #socialmedia
Paul Krappman
A3: Do not ignore them. You have to respond or else it will grow like a wildfire.
Profitecture
A3: Being true to your mission, transparent and honest ... quickly offering to resolve any issues that come up.
Brian Gilb
Simply say, "We don't negotiate with terrorists"
Mimi Murray Meagher
A3:According to @Pgillin, companies who are leaders in handling complaints encourage sharing negative experiences so they can handle them quickly.
Paul Gillin
@GilbBrian Yup. Exactly. Don't fight in public.
Robin Scharpf
.@pgillin Is it ever okay to go negative?
Mimi Murray Meagher
A3: Online complaint got me a free lawn mower;)
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.
Denise Bahs
@MeagherMimi wow! All i got was a new garbage can.
Brian Gilb
@pgillin It is kind of fun to see though. Like watching a version of Jerry Springer on Social Media.
Brian Gilb
@springertv you should host online episodes of customers fighting and complaining to businesses. #milliondollaridea
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!
Brian Gilb
@MeagherMimi do you think that maybe you should have messaged them or call them instead of using Social Media?
CatherineCameronHeld
@GilbBrian agreed! Good customer support is essential.
Paul Krappman
.@united does a better job of responding to customer complaints through social than in-person.
Mimi Murray Meagher
@GilbBrian Home Depot asked us to review our recent purchase, and that was the path it took!
Paul Gillin
Always respect the customer. If someone is totally out of control, ignore them. Never insult them.
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?
Mimi Murray Meagher
A6: #trolls are looking for online attention!
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****
Profitecture
A6: People who disrupt online conversations with negative or offensive comments. #netiquette
Paul Gillin
A6. Actually, online trolls are people who insult others just for fun. They just like to tear others down.
Brian Gilb
A6: The technical term is someone looking for an emotional response just for the sake of stirring the pot.
Robin Scharpf
What's the best way to deal with trolls?
CatherineCameronHeld
A6 Kill the trolls with kindness
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
CatherineCameronHeld
A6 Trolls seem to have a lot of time on their hands...just sayin'
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?
Profitecture
A5: Like @pgillin said - immediately take any complaint offline. Never argue or negotiate in public. #aotcbook
Denise Bahs
A5: @pgillin says, "Get Ur Social Assets in Order" :) #AOTCbook
Brian Gilb
A5: As quickly as possible with a playbook of pre-generated responses that they can quickly customize for a response
Paul Krappman
A5: Make sure you have a plan. Attacks will happen. #AOTCbook
Mimi Murray Meagher
A5: @pgillin says 'its about trying to get people to move from a demoter to a promoter' #AOTCbook
CatherineCameronHeld
A5 Great article with Video from @SMExaminer with tips on how to handle online customer attacks http://bit.ly/1GtYR6...
Paul Gillin
A5 Talk, talk, talk. Even if you don't know much, tell people what you know and promise to find out more.
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?
Profitecture
A2: They know most companies w a presence will pay attention.
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.
Denise Bahs
A2: Custmrs complain thru #socialmedia bc they r frustrated with lack of response otherwise #AOTCbook
Mimi Murray Meagher
Q2: Speed and exposure. Tweets travel faster than earthquakes!
Profitecture
A2: People expect immediate response and social media is immediate.
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.
Paul Krappman
A2: There are very few filters to go thru for customers to complain in #social
Mimi Murray Meagher
A2: Companies who have a plan react well and quickly. If you don't have one, check out #AOTCbook
CatherineCameronHeld
A2 I liked @pgillin quote in his blog that people still want to be a customer @Profitecture
Paul Gillin
Research has shown that the most common reason people complain is to get a problem fixed so others aren't affected.
Paul Krappman
Complaining customers are begging to become fans. Yes, really.
Paul Gillin
The least common reason is to get a giveback or discount. People are remarkably magnanimous.
Paul Gillin
Dell research has shown that >90% of complainers can be satisfied and >40% turn into raving fans.