How to Use Social Media to Annoy Your Customers

“But why would I want to annoy my customers?” you ask. You wouldn’t. Unfortunately, even the most successful brands have been known to send fans running when they decide to adopt one of the following tactics: Make your customers feel ignored. Imagine the following scenario: you’ve been a business’s loyal customer for a number of years, but you recently had some pretty lousy service. You send them an email or call them up to lodge a complaint and let them know about the incident, but nobody answers the phone during business hours or your email doesn’t receive a response. Odds are, your loyalty would wane at least a little bit. This is what happens when customers post on your Facebook wall or tweet at you, only for their words to fall on deaf ears. As of October 2011, a study found that 70 percent of companies on Twitter weren’t responding to customer complaints. Imagine if 70 percent of companies just didn’t answer the phone — ever. With more and more communication happening via social media, that’s basically what you’re doing by ignoring tweets and comments. Respond defensively to criticism. Remember our cautionary tale about Yelp, featuring a restauranteur from Scottsdale¬†with…well…let’s…

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