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How to complain using Twitter

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How to complain using Twitter

How to complain using TwitterEvery year customers make millions of complaints. About holidays, mobile phones, energy bills, bank accounts, credit cards, or things we have bought that are not quite what we paid for.

People who receive shoddy service from service-oriented companies are now cultivating the habit of taking to Twitter to lodge complaints. Such complaints on the micro-blogging service, can garner instant results.

Most firms have established procedures for dealing with complaints – often involving an expensive, time-consuming and frustrating phone call. But there may be a short cut: Twitter.

Judging by the results of people on Twitter complaining using tweets can be swift and effective.

Not all firms watch Twitter feeds well. Other tweeps have told me they had got no better response tweeting than by other means.

But it is always worth trying, especially with firms that are aware of a poor public image like energy companies and banks, those that care about their reputation and, of course, those that have a Twitter feed for customer complaints And because Twitter is instant, the teams that deal with the responses want an instant answer.

Twitter is effective because, unlike email, phones, and letters, it is public. Half a billion people around the world could see your tweet — and 15 million of them are in the UK.

The search facility means that anyone researching a firm can find all the tweets mentioning it. And if the complaint strikes a chord with others it will be retweeted and could go viral!

When you complain using Twitter follow these five golden rules:

  • Keep it specific: Find and use the firm’s @name — many have dedicated customer twitterfeeds which twitter will find once you start typing it.
  • Keep it brief: Explain your problem in 140 characters. It can be a challenge. But the essence of it can always be boiled down. Resist writing a string of tweets. One strong message is more likely to be retweeted.
  • Keep it factual: Avoid abuse and irrelevant material. But be strong in your complaint.
  • Keep it going: If you get no response make the lack of response your next complaint!
  • Keep it public: Don’t agree to divert to direct messaging. You might as well email.

It is also useful to repeat your complaint to someone with a lot of Twitter followers who may be influential. ‘I am having a real problem of yyy with @xxxxxx about zzz. What can I do?’

When writing the actual tweet, be sure to include the most shocking or interesting bit of information. Since you only have 140 characters to work with, you’ll want to catch the attention of the company (and anyone listening) right off the bat.

If you’ve got a particularly detailed story to tell, you might want to write a blog post about it and link to it in your tweet. Just make sure you put in the most eye-catching detail in the tweet itself so it actually gets read.

You also have the option to tag other account in the tweet, in order to raise the profile of the complaint. Think about who might be interested in this story – prominent journalists, consumer advocacy groups, local politicians. If you include one or two interested parties, the company is more likely to respond to all of you.

And lastly, make sure you’re monitoring your own @mentions folder to see when the company responds. It doesn’t do you any good to complain and then not hear the response! And if you don’t hear back in about 48 hours, you can send a reminder tweet that they still haven’t replied to your original tweet.

As more and more of us use Twitter to complain, it may become less useful. But the fact it is public and has the potential to go viral and embarrass the firm is a huge advantage over all other ways of complaining.

—www.punchng.com,www.saga.co.uk & www.mediabistro.com

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2 Comments

2 Comments

  1. Leslie Denning

    August 1, 2014 at 10:11 pm

    Hi Sean. I wouldn’t have thought about complaining on Twitter. Of course, I don’t use my cell phone in public restrooms or do a lot of things that people do nowadays to plaster their business all over where anyone can hear or see.

    I know it can get frustrating, but you have to think twice and give the company a chance to make it right before blabbing your complaint all over the place. Last week, I purchased a used car from a dealer, and the transmission started going wacky after 30 miles. I could have gone online and told people to never buy a car from this guy. I chose, however, to call him and tell him what the problem was, and he cheerfully fixed it with no extra charge to me. If he hadn’t fixed it, maybe I would have gone on Twitter! LOL

    I know this is an ‘instant’ world, but sometimes people are too instant on social media. Thanks for this post.

    I found this on Kingged and voted you up.

    All the best,
    Leslie

  2. Sunday

    August 1, 2014 at 10:23 pm

    Hi Segun,
    Twitter can make or mar any business today! Ignore it to your detriment. Hence, I am not too surprised that many are taking to this micro blogging platform to lay their complaints or frustrations on just about anything!

    The golden rules highlighted in this post are simple, easy and practical. They tend to help lend credibility to the complaint and could affect the reputation of any company that ignores complaints!

    This post “kingged” or upvoted in kingged.com where it was shared for bloggers,social marketers,and online marketers

    http://kingged.com/complain-twitter/

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Olaotan Richard Ceo Aims Digital Network Speaks On 5 Powerful Tips To Digital Marketing Success

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Digital marketing is unarguably one of the most effective and strategic marketing tools that the internet has brought to our doorstep. Businesses all over the world are churning in millions and even billions in returns each year. Digital Expert Richard Olaotan, the CEO of Aims Digital Network, gives some powerful and winning business tips for digital marketing.  

 

1. Visual Elements

Everyone is attracted first by what they see. Having visual elements in business is key because people can only buy what they see. And on the average, a prospective client has got to see your product or service ad about seven times before they make a purchase. Whether it is your business logo, mascot, color theme or font you are choosing, the whole idea is to catch the attention of the audience, while also maintaining that attention enough for them to remember your brand. When advertising on social media, visual creativity is key. You must, at all times, ensure that whatever it is you are putting out there is as relevant as it is eye-catching. Your digital ads must appeal to the aesthetics of viewers and will be remembered. Using images that have consistent aesthetic and gives your campaign that familiarity every time it pops up is key.

2. Invest wisely 

Truth is there are several digital marketing tools and services out there, but not all of them will create the same level of impact you desire for your kind of business. So, take time to analyze your business and the service or product you wish to put out there, the age demographic you are targeting, and the location too. Afterward, you can go through the various digital marketing platforms available and select the ones that will most effectively achieve what you desire. 

3. Understand the buyer process

If you can understand the journey of a buyer, you will know what marketing strategy to present at each stage. Through buyer analytics, you can deduce the actions a visitor takes throughout your website, and use this information garnered to make the buying process easier for them. For instance, Google analytics gives user history that can help you better understand where they are in their buying phase.

4. Understand your target audience

Before delving into employing digital marketing tools, it is highly advised that you have a clear understanding of who you are targeting to make your bulk purchasing audience. Everyone is a potential buyer of your product or service; however, an age range or designated people of certain classes are the best benefactors of your product or service. Those are your target audience, and in digital marketing, you engage marketing tools strategically to send unique ads to this audience.

5. Analyze your social media metrics

To see the digital marketing tool that is most effective for your product or service, Olaotan Richard advises that you analyze your data and tie it back to the direct result it produces. The best SEO company in Chicago or anywhere else would first help you find what promotes engagements for your business niche. With their finding, they can easily suggest which tool or ad style is most effective for you.

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Social media giants, Facebook urges publishers to leverage creative content for improved revenue

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Social media giants, Facebook, has called on publishers to leverage on creative content for better revenue generation.

Facebook’s Strategic Media Partnerships Manager for Sub Sahara Africa, Jocelyn Muhutu-Remy, made the call while speaking at a session tagged ‘Art of monetizing good storytelling through the social media’ hosted by The Guardian during the Social Media Week at Victoria Island, Lagos.


Muhutu-Remy urged social media publishers to avoid clustering on already competitive content publishings.

“Propose what is different and unique to you. It is not about the followers you have but the uniqueness of your content. I advise starting by promoting your page using your location to reduce pay.”

Muhutu-Remy cited an example of a publisher on Instagram whose main contents were on natural hair care and maintenance for women and urged social media publishers to follow suit.

She added that brands would only be attracted and convinced to partner and invest in a publisher whose contents is specific and specialized.

Storytelling is about engaging your audience and ensuring they can relate with your content subject,” Mutuhuru-Remy said.

Other speakers at the session moderated by Guardian Life editor, Chidera Muoka, were Instagram publishers, Sisi Yemmie, a food blogger and Comedian Wofai Fada.

Wofai Fada, a comedian, said passion is key for any publisher that wants to thrive in the digital publishing space.

“It comes easy because it’s something I love doing. Passion is necessary to push one further.”

She advised publishers to be consistent and continually renew strategies to communicate with their audience.

Sisi Yemmie, a food blogger, said specialization in Instagram publishing has given her an edge in digital publishing.

She urged other publishers to harness Google analytics tool to examine the interests of their audience, as well as means to grow their platforms.

“Your social media analytics helps you decide what types of contents you should post and what time of the day you should post. You need to be aware of what type of content is to be promoted, but be creative and dynamic too,” Sisi Yemmie said.

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Reports of Unstable Google Search Results

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SEO expert Barry Schwartz has reported that in his tracking there appears to be some unstableness with the Google search results recently. This would explain why a lot of sites are complaining a bit louder lately about search traffic declines.

“Over the past few days, I’ve been tracking this and it seems like there’s really some unstable search results going on in the Google search results,” Schwartz said. “I’m not sure if it’s an algorithm update or if it’s more of like a penalty affecting a very specific niche or two, or maybe a specific type of tactic, maybe around links, I’m not sure. It seems a little bit more blackhat oriented where the blackhat communities are complaining a little bit more, but I’m not really sure.”

“The algorithm tools that are tracking this stuff really aren’t showing many fluctuations at all, which is interesting,” noted Schwartz. “But there is definitely, within certain types of communities in the SEO industry, a lot of communication going on over the past 3-4 days or so around a bunch of ranking changes for their websites. We’ll keep investigating that but I just wanted to bring that to your attention because it does seem to be somewhat significant for a limited number of segments within our industry.”

source: webpronews

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