Loading ...Every company wants to avoid catastrophes on social media. However, it’s also important for companies to know how to effectively respond to customer complaints and other negative feedback.
Rob LaGesse, who handles these types of situations at Rackspace Hosting, spoke with WebProNews about what companies should be doing in these instances. According to him, companies have to put their customers’ needs first. He said if a company takes care of its customers, its own brand would take care of itself.
Rackspace’s social media plan is simply: “Be Helpful.” With this strategy, LaGesse said that it involves helping customers even if the outcome isn’t what you want. For example, if customers want to find a competitor, he believes you should help them find one.
By putting customers first, he said businesses shouldn’t have any trouble winning them over on social media channels.
social media got more power in business.
I want to both thank you and congratulate you on this interview with Rob LeGesse. I’m a little surprised that a lot of proponents of Social Media Marketing seemingly haven’t mentioned some of the key points that Rob so eloquently focuses on.
I want to thank you because my son has a chance at an internship this summer with a rather large local company that is looking for someone to manage their Social Media Marketing. His interview is tomorrow morning; and as I write this comment, he asked me for some refresher ideas of what I might do.
I told him what Rob just told me. The customer comes first. If it doesn’t help the customer, don’t do it. If the company has a problem, find a solution and educate your customers on that solution. Always know that your end goal is creating a loyal army of customers that will do your marketing for you!
Thanks a ton,
Rick Samara