Social Networking – A Different Take On Customer Complaints
After suffering at the hands of poor customer service one customer stood up to the giant company known as British Airways. His method involved slating them through social media twitter with a little bit of help from the promoted tweet function that is normally only used by companies for advertising.
Promoted tweets allow the users tweet to appear more often in user’s feeds in relation to what they are tweeting about, it also allows the tweet to be favourited and re-tweeted as normal which can help the tweet to appear to a larger audience.
The complaint was to good effect as later that day British Airways replied and apologized for the poor service that the customer had suffered and said they would look into solving the problem.
The way this complaint was made across the social media site and the success that it achieved could spur more angry customers to do the same and maybe will lead to big company’s monitoring social media sites with a lot more care.