: Reasons why Customer Complaints on Social Media is a Growing Trend

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(448 Words)
It all starts with a bad experience at a business. How the business deals with it can make a large difference in both that customer’s patronage and that of the many online friends and family he may possess. Businesses might want to make an increased effort to satisfactorily address customer concerns because a growing number of people turn to social media to tell the world about their complaints. They may send out a message in Twitter, write about it in their blog or post it onto Facebook for all of their friends to see. There are numerous reasons why this is a growing trend.
It is easy to do
It is not always easy to complain about a business. Talking to a company may take time. The customer may have already complained and the company did not satisfactorily help them resolve their problems. Filling out a survey from the company can be difficult. When you call companies, half of the time you get an automated message and it may take a lot of work to even get someone live on the phone. When you do, they may not be able to help you (or they may not want to).
Alternatively, sending out a message on a social media site takes but just a few seconds. You can write it once and then send it out in a variety of places. A lot of people are used to just posting everyday occurrences on these websites like www.facebook.com. If they just had a very bad experience, then that could be what they are focused on.
Some people also post onto social media because it is a way of them “venting.” They may be upset because of their experience with the business. Suddenly they can tell a lot of people and get a lot of sympathy or have people agree with them.
They may do it for revenge
A lot of people get very angry when they feel that a business “did them wrong.” They may want to get revenge as best they can, and what better way than to try to convince a lot of other people not to use them? They may choose to distribute this information via a complaint on social media because they may be able to reach hundreds if not thousands of people with a paragraph of typing and a click.
Companies should be aware of the ever-growing trend of using social media in order to lodge customer complaints. This can be very detrimental for a business, as many of these complaints are then spread by the recipients (i.e. such as “retweeting” on Twitter). As more people become comfortable with social media, this trend may continue.
Updated On: 09/20/2010 Published On: 09/20/2010 Article ViewerClose
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