Close
 

The fear of Facebook feedback

  • Opinion
  • August 19, 2015
  • Mat Wylie
The fear of Facebook feedback

We see them every day – complaints on social media about bad products, terrible customer service or general bad business practices. In the States, Comcast is now known less for its internet services and more for the spectacularly bad service they provide – something that everyone knows about due to the copious number of negative comments on their Facebook page. More locally, big brands like Cadbury have to deal with negative comments being shared publicly each day, as customers take to Facebook to share every negative (and hopefully positive) feeling.

Complaints and negative reviews online have a nasty tendency to snowball. Popular Mount Eden restaurant Molten discovered that all too well when a customer gave a negative review on a review site, which was then responded to by a staff member who felt their comments were unfounded. Another prominent restaurateur then got involved, lambasting review sites as being “parasitic” to the hospitality industry.

Without an easily accessible feedback platform, customers who have a negative experience will take to social media; which is mobile, available and extremely responsive. It’s also difficult to control. The public forum social media presents means that one negative comment puts your brand’s reputation on the line. Your customers know this, and they know they are likely to get a response if they complain about their experiences publicly.

Responding to feedback quickly via social media is vital, as it shows your proactivity and takes the fuel away from the fire. However, if it gets to the point that customers are complaining, the damage has already been done.

The challenge is getting customers to engage directly, in a way that will allow you to manage their feedback and experiences. We developed Customer Radar out of a desire to create a feedback platform that’s in front of the customer while they are in your store or restaurant, or soon afterwards. This allows businesses to offer their customers an easy way to give feedback, while giving business owners access to their feedback in a constructive and useful format. It also increases the chance for owners to diffuse negative customer feedback and avoid similar social media blowouts in the future.

Exposing your brand to complaints may seem counter-intuitive, but even the most successful businesses receive flack. Rather than shying away from comments or reviews, offering easy platforms for customers to offer feedback, and embracing and reacting to their comments will allow your brand to flourish. Given that almost one in three Kiwis is frustrated with the way companies deal with customer complaints, there is huge potential to win these people over by being better at dealing with complaints.

Managing customer feedback is key to retention. Attracting new customers helps your business to grow, but existing customers keep your business running, so it’s important to keep them happy. As a business owner, dealing with criticism is never pleasant, but it’s vital to your reputation that you do so in an efficient, effective manner. After all, who wants their brand publicly shamed?

​ ​

This is a community discussion forum. Comment is free but please respect our rules:

  1. Don’t be abusive or use sweary type words
  2. Don’t break the law: libel, slander and defamatory comments are forbidden
  3. Don’t resort to name-calling, mean-spiritedness, or slagging off
  4. Don’t pretend to be someone else.

If we find you doing these things, your comments will be edited without recourse and you may be asked to go away and reconsider your actions.
We respect the right to free speech and anonymous comments. Don’t abuse the privilege.

 

The beauty of it: From start to success with cosmetic mogul Rowena Roberts

  • News
  • June 14, 2019
  • Courtney Devereux
The beauty of it: From start to success with cosmetic mogul Rowena Roberts

Rowena Roberts had zero experience in retail when she propositioned Estée Lauder to allow her to open a MAC Cosmetics store in New Zealand. Now, over 18 years later through her business Red Honey Cosmetics, she has sold luxury brands Jo Malone London, Bobbi Brown and MAC in New Zealand successfully. The cosmetics mogul talks to us on the most important aspects of running her businesses, and why no one should ever be afraid to do the literal dirty work.

Read more
 
 
Design

Spread the word: Pic’s Peanut Butter World opens

If all the world’s a stage, Pic’s Peanut Butter World is no peanut gallery.

 
 
Sponsored Content

Past the typical: Well Hung Butchery

Well Hung butchery, located in Milford, is a new shining example of how retail fit outs are becoming less about what you sell and more ...

 

Social scoreboard

Zavy and The Register have worked together to create a scoreboard that compares how the top 25 traditional media advertising spenders in New Zealand have performed on social media over the past 30 days, updated in real time.

 
topics
Regional rollercoaster
What does retail look like in 2019 for ...
Concept to closet
Business coverage of New Zealand Fashion Week.
Town centres
A positive retail environment over the past 12 ...
Amazon Arrival
Keeping up with all things Amazon as it ...
The Retail Yearbook 2017
As we battle our way through the busiest ...
Hospitality enhancing retail
Some think food and integrated hospitality offerings will ...
The future is bright
We spoke with four retailers in their twenties ...
Spotlight on signage
At first glance, the humble in-store sign might ...
Red Awards 2016
The Red Awards for retail interior design celebrate ...
Auckland Unitary Plan
Auckland is changing. The Unitary Plan will decide ...
How to open a store
Sarah Dunn considers what it would take to ...
All things to all people
Kiwi retailers share their omnichannel strategies.
Rising stars
Retail's top young achievers.
Delivering on your promises
The sale isn't over until your item is ...
Retail in heartland New Zealand
Retailers keep the regions pumping, but how strong ...
Sisterhood
Women in retail help one another. We spoke ...
The changing face of retail
Shifting demographics are creating big changes in New ...
The retail yearbook
With the help of experts in the retail ...
Retail rogues
We put the spotlight on staff training. Jai ...
Here come the giants
Topshop has arrived in Auckland’s CBD, David Jones ...
From retail to e-tail
Ecommerce has become part of the way mainstream ...
Window shopping: A spotlight on social media
Sarah Dunn and Elly Strang look at how ...
Loyalty in the digital age
How are retailers maintaining loyalty? Sarah Dunn, Elly ...
The Innovators | In partnership with Spark Business
Technology is rapidly changing the retail industry as ...
 

Fisher & Paykel makes record result on strong sales

  • News
  • June 13, 2019
  • Radio New Zealand
Fisher & Paykel makes record result on strong sales

Fisher & Paykel Healthcare has made a record full year profit with more than $1 billion in sales

Read more
 
 

Farro co-founder launches Waste-Not Kitchen charity

  • News
  • June 13, 2019
  • The Register team
Farro co-founder launches Waste-Not Kitchen charity

A new charity, Waste-Not Kitchen, has launched with the aim of feeding Kiwis in need with meals created from surplus retail meat that would otherwise go to landfill in a one-for-one model. Farro co-founder Janene Draper and her sister Leysa Ross are behind the initiative.

Read more
 

Wellington book sector gets shared working space

  • News
  • June 13, 2019
Wellington book sector gets shared working space

Booksellers NZ has made its latest venture to supporting writers in the industry, teaming up with the New Zealand Book Council to form Whare Pukapuka, a shared working space in Wellington.

Read more
 
Next page
Results for
Topics
Jobs
About us.

The Register provides essential industry news and intelligence, updated daily. And the digital newsletter delivers the latest news to your inbox twice a week — for free!

©2009–2015 Tangible Media. All rights reserved.
Use of this site constitutes acceptance of our Privacy policy.

Advertise
The Register

editor@theregister.co.nz

Content marketing/advertising? Email anita.hayhoe@icg.co.nz or call 022 639 3004

View Media Kit

}