When businesses decided to take the big step and participate in the world of Social Media, they knew that there they would encounter users and consumers who express their opinions with great influence on other users. They accepted this and, as a whole, businesses continue to increase their Social Media presence more and more.
Since we don't live in a perfect world, there are Social Media users who will publicly complain to a business, with logical - and often irrational - arguments. Marketing company ExactTargetcategorized complaining Social Media users into 5 types, giving information such as how often we encounter each type, how difficult it is to deal with it, how irrational it can be and finally what solution we can implement to deal with it. All this, in the Infographic below.
However, most of the time the business should admit online that the user is right in their complaint and continue the discussion about addressing the consumer's problem outside of Social Media, in a more direct and non-public way, such as email or telephone.
(Click on the Infographic and in the new tab click on it again to enlarge)
Source: socialmedialife.gr
