Responding to online complaints

 

As The internet invades more and more of our business activities complaints will surface both in our own internet domains and outside of them.  It turns out how we respond will differ depending on where these complaints surface.

Through an in-depth survey of online users, this study found that companies can repair their brands’ reputations by having spokespeople engage with dissatisfied consumers online, especially with those who explicitly request a response. But damage-control efforts can be ineffectual when companies try to preempt critical views in online contexts designed for consumers. In those cases, a company’s efforts are typically seen as intrusive and pushy.   More at How Companies Can Respond to Online Complaints – strategy+