When a seemingly irate consumer launched a vicious attack on a beloved brand the social media team at StarKist leapt into action.
Customer service issues can be clarified with a quick response from the team if a brand is dedicated to customer service, and fair dealing with the public.
- Improve Customer Satisfaction – By broadening the reach of your customer service, you can positively affect your customer’s experience. The easier it is for your customers to get a hold of you, the happier they will be and the faster you both can get to a solution. Consumers who have received customer service on social media are willing to pay 21% more for excellent service, compared to a premium of just 13% for the general population.
Your team can save sales and even create sales as people see your timely and professional response on your social media channels.
This is as opposed to the leader of that other social media company, EmpireKred, and their “goon squad.”
Over 5 posts on my blogs I documented issues with Empire Avenue, from their rogue volunteers, running a “wall of shame” on Brands, attacking Brands reputations online, not answering complaints, having a “goon squad” of endorsed volunteers attacking customers who complained, refusing to discipline internally thereby encouraging more attacks on Brands, etc. What I witnessed was the worst travesty in the annals of customer service I have ever seen. After a month of private discussions with EA to change things, I went public. Only then did they begin to change, but the attacks on me and others grew by their “goon squad.” In the end, I went to EA’s Angel Investor and EA had to shut down its Chat Room and Chat Mod “goons squad.” EA shamelessly has never apologized or produced it damning chat logs as promised by their CEO. This is one of those posts, you can read the rest by Search in the upper right for ‘Empire.’ Don’t play EA or if you do save your REAL money.
A company is responsible for overseeing its reps and volunteers that are endorsed and sanctioned by the company, in making sure they are in line with a Company code of conduct. Let me ask you something, if you were to go into Walmart or Nordstoms, make a complaint with Customer Service would you expect or allow yourself to continually be attacked and bullied by their Company volunteer staff? Then over a month it continues and gets worse the more you complain? I’m warning everyone with no question to avoid Empire Avenue. If your Brand comes under the ire of one of their rogue Chat Mods, Empire Avenue can’t protect the bashing of your Brand and doesn’t seem to care in my opinion. I’m telling people to run from this company, keep your money or ask for a refund. This is a perfect example of a social media fail everyone should be blogging about and making lesson plans on!