What Do You Do When a Customer Complains on Social Media?

May 2, 2014


This week on Social Brand Chat presented by KXIC we discussed a recent issue involving a social media dust-up between Graze, a restaurant in Iowa City, and a father who was asked to leave because his baby was making too much noise. Many wonder what to do when a customer takes to social media with their gripes. Let’s chat about this.

The customer is always right. Even when/if the customer is wrong. Your happy customers don’t tell anyone, while your upset customers often tell 10 people. In the digital age, those 10 people now share it with their 100 friends on Facebook and so on and so forth. In spite of these shifts, these classic business maxims still apply. Remember this the next time a customer complains about your business on social media.

For this week’s social media news, we discussed the fact that, in spite of people grumbling about the decreased organic reach brands are seeing on Facebook, those using Instagram are seeing 60 times more engagement. Are you using Instagram?

Speaking of podcasting … you should attend one of our upcoming Content Marketing Boot Camps in Ames and Madison. This daylong intensive and interactive workshop will help you be a better blogger, video marketer, podcaster, and content creator. Listeners of the podcast get access to a special group rate of $125 when they use promo code KXIC to register for any of our Content Marketing Boot Camps.

Remember, registration is also live for this year’s Social Brand Forum at the Iowa River Landing. The Midwest’s premier digital marketing event features keynotes from Chris Brogan, Ann Handley, John Jantsch and more. Register now for the best rate >>

Do you have a question about social media you’d like answered? Ask in the comments below, on our Facebook page, or on Twitter using #SocialBrandChat. Check out previous episodes of the Social Brand Chat podcast here.

Remember to subscribe to the show on iTunes — and don’t be shy about giving us a rating and review to help others find us. You can also listen to the show via Stitcher Radio.

Until next week, see you on the Internet!

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is a strategist, speaker, educator, and author of Brand Now: How to Stand Out in a Crowded, Distracted World and Get Scrappy: Smarter Digital Marketing for Businesses Big and Small. He is the Chief Brand Strategist at Brand Driven Digital, an educator at the University of Iowa, and host of the On Brand podcast. More about Nick.