Queries, Qualms & Concerns


The Institute of Customer Service has found that consumers are expressing their concerns a lot more nowadays compared to years gone by. Not surprisingly, this correlates directly with the rise in social media popularity.

As consumers have found easier and more direct ways to air their complaints, it’s necessary for companies to be seen to be active in responding.

Every week now there’s a customer service response that’s gone viral and become a clever online PR sensation. Take for example #WaitroseReasons or the Sainsbury’s tiger bread renaming.

Websites such as TrustPilot and iRateiSlate are springing up all over the Internet to act as arenas for the airing of consumer’s dirty laundry. Brands recognise the vast increase in online communities and therefore must understand the importance of swift, clever responses to allay the concerns of the consumer without being impertinent or arrogant. The last thing they want is to leave a complaint to fester; it causes further outcry.

Have you ever complained via social media? I’m intrigued to hear how your comments were dealt with! Please share your experiences with me on the DDCA Facebook page.


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