Small gestures make big waves on social media

Graham Davis's picture
Instructor
10/22/2013
Social Media

Consider sharing it with your friends.

One of my favorite things about social media is how it can amplify small gestures into big stories.

What do I mean by this? 

Newark's former mayor – and newly elected U.S. Senator - Cory Booker uses Twitter to help residents in his city get city services. For example: he has shoveled snow at homes when a plow didn't show up (finding out about it via Twitter)  and has rescued stray dogs freezing outside in the New Jersey winter.

Most elected officials care about their communities and help out however they can - but most don't use social media as effectively as Booker in doing so. Because he helps people after seeing their problems on social media, people tweet about what he does to help -- which more often than not leads to great positive publicity for Booker.

Just this week, Nokia did a small thing for someone that was amplified by the power of social media. Apple was recently criticized for using and editing filmmaker Casey Neistat's video without getting permission or making clear they were using someone else's work:

In the version of the movie sent around the company, the video is played in fast motion with catchy music while headlines about the product introduction scroll across the screen. Mr. Neistat’s name, which is in the upper-right hand corner of the original movie, is removed in the edited version. (But the woman who wrapped herself in a plastic bag remains.)

Mr. Neistat, a longtime Apple fan who also waited in line for the original iPhone six years ago, found the reinterpretation of his movie ironic and offensive.

 

“I’ve never had my work stolen so adversely as this,” Mr. Neistat said. “They stripped all my branding off it and put their own name on it in such a harsh way.”

Nokia seized this opportunity to promote its own product - in a way that ensured it would spread on social media. Check it out. 

My point is: social media makes it much easier for small gestures a brand or company might do for one or two people to blossom into a larger story. It can also make a customer's bad experience blow up into a PR catastrophe. It's more important than ever for brands to give customers great experiences online and offline - because word will spread quickly online to spread the word.

Have you ever shared a good or bad experience with a brand on social media, or have you ever been influenced by someone else's experience posted to social media? Should we take what we hear on social media seriously? What do you think? 

Comments & Feedback

Student

I have never shared any of my experience with a brand on social media, but I like to read reviews on websites like yelp, bloggers, and etc. I see those as a reference so I won't take them very seriously since everyone has different opinion and I have no idea if that person is paid to write good/bad reviews. I think sharing on social media is good and effective and we just need to keep in mind those are just personal opinions and should do more research before making any conclusion.

Student

Small gestures can go a long way on social media. One of the most recent examples (albeit much larger than a replacement phone) was when Ferrari sent a cease and desist to Deadmou5 for the way that he had personalized his ferrari 458, claiming that he was making a mockery out of his product with his custom vinyl wrap. Nissan jumped at the opportunity to mock up a fully wrapped identical vinyl Nissan GTR to replace the expensive sports car... very cool, and very smart

Student

I think that social media is a great tool for companies. For example, my friend once tweeted that she was unhappy with her Lulu Lemon leggings and was having issues with them. the company was not even tagged in the post, however, they tweeted back and got her a brand new pair of leggings for no cost to her. It is things like this tha tbuild serious brand loyalty to brands and could not be done without social media. Although it does have its odwnside i think that social media is very effective and needed tool in this day and age. 

Student

When I first read this, I was a bit annoyed because, I rather do small good gestures just to do them, not to have everyone know about it. It kind of reminds me of people paying for the person behind them in a drive through. After reading more on this, it seems to be more on a business scale rather than a personal scale, like to grow businesses more, and create easy positive publicity. 

Student

Before making a purchase online, I always read customers reviews and comments. Especially, the negative comments because it weighs heavily on my purchase behavior. As a result, I know write reviews and comments online to share my purchasing experience. I think it is important to take all information online before purchasing anything as a gran of salt. Otherwise, it can be used as a great tool to best guide buying decisions.

 

Student

                  As what I have experienced, the social media is a really useful way for companies to spreads their products and servise. Because social media afford a planform for people to communicate and the related area is very large, even worldly. there are couple things shown this phenomenon in my country ( China), As the Sina Weibo( same as Twitter) getting popular in china, friends share photos of brand of clothing and also share the brand link in his Weibo, When I saw his picture I autolatically clicked the link that lead me to the brand official website, and then I start to scan the clothing and even buy one. This make me also postted a Weibo about this brand and friends who commentted on my Weibo also will linked to the website again. Furthermore, my friend's friend who lived in Eroupe Forwardded my Weibo which means this link sharing in to another country. Therefore, more and more people getting start to know this brand. 

                 My example illustrate that using social media to share experience with a brand can really amplify the small messages to a big news.

Student
Recently one of my buddies went to GNC and became a rewards member and when the cashier was putting his info into the system the GNC employee wrote his name as Gay McA**f***. He didn't realize this until he read his receipt and at the bottom was that name. He called the GNC customer service line and was not satisfied so his brother gave him the idea to post a picture of the receipt on the GNC Facebook page. Within hours he was being contacted by the CEO. Both him and his brother were given 2500 dollar gift cards to GNC. I think what we hear on social media can be taken seriously but not 100 percent. With my friends case I think it was genius to post it on the Facebook page an incident like that should not go unnoticed.
Student

So much of todays applications and companies are all dependent on customer reviews such as Yelp. Without social media comment and feedback these companies would not exist. Recently I went to the Michigan State Kentucky game in Chicago and while we were looking for tickets we found them to be very expensive. We looked at other websites some we had never heard before. Before buying the tickets we wanted to make sure that we were actually getting real tickets and making sure it was not a scam. Thus we ensured this by reading customer reviews and feedback. It is essenital sometimes because you cannot always believe what you see or hear online just like the State Farm commerical suggests, however being able to hear feedback even if it is by someone you do not know is pivitol when you need to make a judgement on a certain gift, product, or service. They always might not be good experiences, which is why buyers must always be aware of the potential risks when it comes to online shopping and retail endeavors. 

Student

So originally when I read the title of this article I just assumed it meant had I seen any small gesture that got posted on Social Media and then turned into a national story. I'm kind of thinking that way because I watched/read and article with a video about the San Fransisco Batkid. A kid who was diagnosed with Leukemia at like 13 months, and now at the age of 5, the non-profit comapany Make-a-Wish gave him the opportunity to live his dream, and become a hero for a day. Basically they recuited a few hundred people from the city if San Fransisco to turn the city into a mini "Gotham," the little boy (dressed as batman) rescued a damsel in distress, and prveneted a bank from being robbed by the Riddler, and gained a chocolate key to the city. I first heard about this, when a friend of mine who goes to Berkely posted it on Instagram, then that same image, and images by others I knew from the same area, started popping up on Twitter and Facebook as well. Today it was on the first page of Yahoo news.... a mere 24hrs after I saw it on Instagram. Now I figured I didn't really answer the question after typing all of that, but techincally Make-a-Wish is the brand, and although it is a non-profit that isn't looking for any financial gain, it still managed to push a small yet thoughtful event, put in place by a few hundred people that cared, into mainstream media. Not only did it grab the attention of millions online, but it was positive attention that shed Make-a-Wish in a good light. Which if you ask me, is excellent marketing via Social Media.

Student

I have expressed my dislike for Comcast on their Facebook page. I did this instead of calling them because they're not going to try and sell me more of their services following a negative post. I do think that it is valuable to take a look at what people are posting on social media for brand referencing, but you have to take it with a bit of skepticism. Sometimes a person's problem with a product is their own inability to use it, for example when iOS7 came out. I honestly believe that people were so unhappy with it because it was somewhat unfamiliar to them and people struggle with change, especially when it comes to a product they use so frequently. Also, people are more likely to give negative feedback than positive feedback. For every 10 people who hate a product there could be 20 people who love it, but you just don't see that because if you're angered you're more likely to express your opinion. 

Student

I personally do not share my experiences with any brand on social media but I have read and watched others. Stories that really stick out to me are the illness and small business stories. They really are amazing when you sit there and listen or watch what they did to become who they are today. It's defining moments in someone's life that finally get recognized after so much hard work and I appreciate that social media finds and shares it with us. It is very true that social media can explode a catastrophe into a great story. From reading and watching others I do think we should take social media seriously because it is easy to find and discover something new everyday and as I've learned from experience, exposing the tiniest detail could effect you greatly down the road even if it's an incident photo.    

Student

Usually I don't take what individual people on social media say seriously. If they complain about a restaurant, their cell phone, computer, whatever. I don't think that anecdotal is worth very much unless it's from an expert who is complaining about something of which they are very informed. However if multiple people are complaining about something or I have heard in the news that there is sufficient cause for concern for a product or a business then I will take notice and look into it further. I don't take anyone's word for something unless I am sure they know what they are talking about.

 

Student

I think that social media is an amazing way for people like the mayor of Newark to get publicity and hear complaints and needs from he citizens directly. That is one of the most positve ways that social media can be used in my opinion. I also think its really cool hoow Nokia used social media to thier advantage. One thing that I have noticed recently on Facebook and other social mediaas well is positive videos of kind acts and good vibes being sent out into the world. Sharing videos from websites such as Upworthy and The Huffington Post is another example of how small acts are being amplified and being transformed into larger stories. This doesn't necessairly have to do with branding but it is small acts that are being amplified. I have tweeted at companies and brands int he past and gotten quick reposnes which made me want to buy that product or go to that particular restaurant more because it made me feel like they cared about me and my experience. I think that we should take what we see and hear on social media with a grain of salt, I have always been the type of person to experience things on my own before making an opinion, but it isn't bad to research and look into things on social media before making decisions about brands or people for that matter (like the mayor)

Student

My friend had a very public dispute with a body piercings store on Facebook. While I personally could never brave the needle and get my body pierced, this interaction left me warning my pierced friends of the retailer. They were extremely disrespectful of her, and made some very personal comments towards my friend. If this is their idea of customer service, why should I take them seriously as a legitimate brand? I think interactions on social media are vital to a company's image, and any review is an important one. Social media has made PR a more democratic forum, and brands should be aware of that. 

Student

I typically do not share my experiences about a brand on social media, atleast in a negative fashion. Telling all my friends about how excited I am to have a new item is typically appropriate. However I have seen what other people feel about particular items and gian knowledge about how I may feel. Noticing that my friends with similar interests and likes have a particular view about an experience with a brand can perusade me a little. Social media can influence in many ways, however not always can it be taken seriously. The credibility of the source should play a huge roll in what we view, and this allows for a more accurate view point.

Student

Now days, social media is influencing millions of people in online or offline.  Therefore, brands or companies try to give consumer the best experience as possible because the feedback or comments would spread very quickly though out the social media. I do not usually shop in online because I usually carefully look at the product in offline shop. However, I often check out the comments and feedbacks from the blog before I go to shop and it really help me to make right decision when it comes to shop something.  Therefore, if negative feedback or comments are left in product review, I get very influenced by people’s opinion. We should take social media seriously because it not only helps us to purchase best product possible but also promote brand or companies to improve their sales base on consumer’s opinion.

Student

Personally, I don't share my experiences with brands or products on social media, good or bad.  Most of what I do see, however, is negative comments.  More than half of the things I see on social media nowadays is just senseless whining that quite frankly really isn't that important.  Keep your problems to yourself, no one else really cares about them or needs to know.  You never see someone say, "wow this product is working exactly the way it should" because it's expected to.  Or at least this has been my experience.  People talk alot more often about negative experiences with a product on social media and like Graham said, this could be a Pr's nightmare.  I honestly don't take anyone elses opinion too seriously either.  They're not the expert and most of the time not the most intelligent either.  I'd much rather here from the opinion of a professional or someone working in the store that is qualified in the field of whatever product it may be, than listen to a few negative experiences from others.

Student

Facebook feedback and criticism should be taken seriously by any business concerned about reputation and customer satisfaction.  If you are going to create a social media presence for your business, the public is going to judge your organization based upon your engagement and response activity. Neglecting to respond to negative comments and accusations magnifies any problem being criticized, and further solidifies a company's negative public image. If a business is not going to actively engage in social media forums, they should do themselves a favor and skip the corporate page entirely. 

 

Student

I've shared both good and bad experiences with brands on social media. When I share bad experiences with a brand on Twitter, usually I am quick to get a reply. At my apartment last year we had been having problems with Comcast's internet service for about a week with no real action being taken even though we were calling customer service every day. Finally, out of frustration, I tweeted and tagged Comcast's customer service account. Sure enough, within 15 minutes I had gotten a response and our internet was up and working in about an hour.

I think Comcast handled the situation effectively. They took a tweet that made them look bad and took action to resolve the situation. They even followed up afterwards to make sure my situation had been resolved.

I think it was important for Comcast to do this because they changed my perception of the brand. I went from a extremely disgruntled customer to being impressed with their customer service with one tweet. I think this situation shows that a brand should take what is being said about them on social media seriously.

Student

 Social media has changed over time. Now the social media makes it easier people to communicate each other about brands or companies. Because millions of people use social media to ship in online their feedback is very important to both consumer and company.  I often shop in online because it is much convenience than the offline and for me feedback from customer is very important. I do not shop anything If negative feedback is left on product and I carefully thought about purchasing something else. Therefore, companies respond very quickly about negative feedback to promote better sale. 

 

Student

I have shared both good and bad news on social media and I have definitely been influenced by other peoples post, but I think they should be taken to an extent. I praised Minnetonka (a shoe company) for having great customer service after I had reached out to them on a defect on a pair of shoes, they replied and gave me an email address to contact, and they sent me a new pair of boots. That is obvious great customer support and social networking. I have complained about certain companies and products (like Apple when they were on backorder for the new iPhone 5s's for weeks after their release) and have not received any feedback. Like I said, it should be taken to an extent and up to the person's own interpretation. Minnetonka obviously has great customer support whereas Apple didn't expect the amount of sales their new phone would bring in - it's not their fault. Sometimes people just need places to complain and they use social media.

Student

I think it all depends on perspective. For example, if a personal acquaintance says something positive or negative on facebook about a brand, I may consider their opinion. Depending on what they say about the brand and how they say it could influence my decision to choose said brand. But, that is not always the case. I am the type of person who like to try for themselves and I am not easy persuaded by others opinions. I don’t think we should take everything on social media seriously. Sometimes people should think for themselves.

 

Student

Social Media has been an outlet for me to express my feelings about businesses, resturaunts and other things. I have shared a bad expereience with a brad before. I got food poisioning from Mennas two years ago and i wrote on their Facebook wall expressing how disgusted i was with their food and how I was sick for a full 24 hours. This brought attention to other customers who felt bad for me and expressed how Mennas should be more careful with their food. Along with customers, i had the Mennas president comment on it aplogizing and offering me a free mennas dub. (which is probably the dumbest thing ive ever heard). I have not ate there since.

Student

Social media is a great way to express your emotions very quickly, and easily. Tweets are sent instantly, and at that point the number of people who can see that information is almost limitless. But this presents a very serious problem. Things that are written, not spoken, (tweets) can often be misinterpreted. You cannot tell a persons tone in a written statement, and that is why tweets are often misread, or misunderstood. You cannot sense sarcasm, or even negative emotions. Take it for what it is it is just writing. When tweets and other writing are misunderstood there are often negative results. People's feelings can get hurt, people can get in trouble, and many other bad things can happen. This is why you need to monitor what you post. Always think "Can this be misinterpreted by one of my peers?", and if so don’t post it. Nearly everyone can see the things you post to the web, that's why it is important to be careful with what you write.

Student

 

I believe that Facebook Page is cost-effective and works well to increase people's interest in their brand or certain products. 

I agree with you rpoint that "social media makes it much easier for small gestures a brand or company might do for one or two people to blossom into a larger story".

Student

I personally have never had to express something about a brand on social media. But my sister was flying home from California and was flying via Delta. When she landed in Detroit she couldn't find her luggage. She went to customer service desk and ask if her back had just gotten lost, as luggage often does, when she described what her bag looked like they went to look to see if it was in the back. When they came back, my sister was hand both of her bags completely shredded and ripped into pieces along with everything inside of it. Supposedly the bags got stuck in the conveyor belt. When it happened they weren't really willing to do much about it, until my sister took pictures of the  damages and posted it on Facebook.

Student

  Any action or display on Facebook should be taken seriously by any business promoting and representing their business on social media platform. It is quite simple, reputation is everything to the public eye, and how you react to this fiasco is how you will be judged, period. There should be no excuse for poor actions, comments, or performance with viewers on Facebook. Regardless of whether these strategies may like it or not, any action should and will be accounted for on any social media platform.

Student

I have shared good and bad experiences with different companies on social media. Usually, I tweet about an experience or post a photo on Instagram to get my experience accross to people. Rarely, I will post a status, unless I really hated a brand or really loved a brand, so either extremes. If someone usually posts an article or expresses a strong experience about a brand on social media, 9 times out of 10 I look into what they have posted or create an opinion on what they have shared. I am on social media all the time. I constantly check my Facebook and Instagram on an hourly basis, so to me I think social media can really make a difference for consumers. Although not everything we read or hear on social media is real, I think everyone is still highly influenced by different things that go viral on social media websites. Overall, I think social media can be very influential.

Student

I personally have had my share of bad experiences with company, but I have yet to truly express myself on a social media site about my experience. As for good experiences the most sharing I have done would be liking a page on Facebook by the company. I love to try new food, shopping and entertainment places so I do rely on people's comments on their experiences. This can be a difficult and beneficial thing because on one hand everyone experiences things differently but at the same time when you have many negative comments it is hard not to take them into consideration. This being said I feel what you see on social media should be taken to a certain extent. Your main point of “It's more important than ever for brands to give customers great experiences online and offline - because word will spread quickly online to spread the word” if so very true. Today a company must be able to provide great experiences on and offline because with so much technology anything bad can spread to something larger, but this also goes for positive things also.  

Student

Today social media is a vital element in marketing. People view and take into account what other people’s opinions are on products, which could be a good thing of a bad thing. The ways other people view things influences our thoughts on the same topic. As helpful as social media can be for your brand, the negativity can do double the damage. 

 

Much of social media is based off of people's opinions, and it is up to our discretion as to whether or not we take that into account. Unfortunately not all information provided on the web is true. It normally depends on the connection you feel to the person who is providing their opinion. Personally if I am not aware of a topic discussion, I educate myself with numerous views and make my own conclusion. 

 

Something as simple as a customer review on a brand website could influence your purchase experience, or your perception of the brand. Celebrities are becoming more influential in influencing consumer purchase decisions. A simple tweet about a brand could effect that way as consumer views that brand.

Student

 

I can relate to this blog post because I have made a negative complaint to Delta Airlines on there Facebook page because they lost my baggage not once, not twice but three times during my connection flight. Within a two-hour window, Delta messaged me apologizing for the inconvenience and offered me free frequent flyer miles for my trouble. Therefore, I think social media should be taken seriously and utilized as a tool to reach corporations on the daily bases with questions, concerns, or complaints.

Student

In one instance social media has provided me with a good experience by making sure that I remained a loyal customer. I had bought a shoe from an online shoe company and when I received the package the size of the shoe I had ordered did not match what I received in the mail. I went online and expressed how upset I was on Twitter and the company not only gave me a coupon for my next purchase but sent me a new shoe within the next day. This kind of positive experience is what keeps customers completely loyal to a brand and any decent PR person within a company should take social media as serious as possible.

Student

Last week, I tweeted at Pilot Pens (@PilotPenUSA) about my pens running out and I received direct responses back. This conversation enforced my liking of the brand and also gave me the reinforcement to go and purchase more Pilot Pens. 

My conversation was as follows:

Conversation

Though this conversation was short, it reinforced my brand loyalty and also let my followers see this conversation. Brands need to use social media in order to connect with customers and have personal conversations with them. Social media should be taken seriously and should be used by brands daily. 

Student

I have not specifically interacted with a brand on social media, but to me it's much more than that. Events I've been to that are sponsored by companies get a lot of attention through simply pictures that are up on my Facebook profile. I think it's safe to take social media seriously, but it has to be taken with a grain of salt. There are enough people out there who blow up simple misunderstandings, troll for the sake of attention or are ignorant to the way a company would typically work. I like that social media can bring a true human interaction into events that typically wouldn't be noticed. I know that when the government shut down there were people who did the landscaping at all the national monuments in Washington D.C. purely out of goodwill and that went viral in a very short period of time. 

Student

I have shared a bad experience with a brand on social media. I remember recieving a bad pizza from Hungry Howies and making a facebook status about what had happened. I also went on the company page and had explained what happened. They had messeged me almost instantly and had given me a coupon for a free medium pizza for my next visit. I think we should take what we see on social media seriously depending on the seriousness of the subject. If the company or brand is reputable than we should probably take it seriously.

Student

I have never shared any experiences with a brand on social media, but I have received comments through social media on my dad's business's Facebook page. People share experiences all the time that they have in the restaurant. Most of the feedback through the Facebook page is positive. If anyone has anything negative to say, we typically see it through surveys that we post for customers or through emails we receive. I think that we should take what we hear on social media seriously. As a business owner, my dad takes all of the comments very seriously, and uses them to better his business. People do not just post things for no reason; there is a purpose for all of the posts, whether they are positive or negative. Other customers see what is being posted on social media, and it affects how other people view our business.

Student

I love Red Vines and they follow me on Twitter.  It's my choice brand of candy and my entire family knows it.  Twisslers don't even compare.  Over the summer I went to the movies with my dad and sister and they didn't have red vines so I got twisslers.  My sister tweeted about it and told Red Vines that they should unfollow me.  Red Vines responed by telling my sister that they knew I was on Team Red Vines and that no one likes a tattle tale.  Needless to say I loved it and it just reinforced my love of Red Vines.  I also retweeted it to all of my followers.   Anything we say on social media should be taken seriously because it will impact at least one person.  It has the power to spread and each person counts.  If it's good we should encourage the spreading of information, like Red Vines did, but if it's bad we need to stop it or change the message quickly.

Student

Word-of-mouth marketing is used very often on social media networking sites. It is an easy way for people to tell others about their experiences with a certain company, whether it's positive or negative. Either way, this is a great opportunity for companies to take advantage of these posts and make a difference. They can either fix a problem somone had and give them a better experience, or they can do a small deed for an individual which will lead to positive feedback and other people hearing about their community involvement. Both can be turned into an excellent opportunity for the company, it is the way they handle it that matters.

Student

I think that opinion's about products coming from one's peers is pretty influenctial. Peer reviews can give us a lot of insight into how the product works. Although we will never know if we like a product or not until we try it, getting opinions from people with similar intrests is important and useful. Brands must be careful in regards to social media because negative word about their products can travel fast. I do believe that people buy into "hear say" a little too much but this is because of the power of social media. This holds especially true when celebrities or influential people promote or criticize a product. Celebrity appeals are very influential. I think we should take social media seriously to an extent, but not let it affect are interests. 

Student

I feel like eveyrtime I've ever tried to contact a brand over Twitter or Facebook about a complaint, my tweet goes completely unnoticed. On the other hand if I ever have something positive to say about a brand they always respond with a thank you or a nice gesture. I think if I complained to a brand over lets say twitter, and they responded positively back or promised to give me a refund I would have a lot of respect for that brand. Companies just need to know how to work social media in the right way. 

Student

In my opinion, I strongly agree with the statement that we should take what we hear on social media seriously. 

It was not about a bad experience with a brand on social media, but I have one surprise experience how social media is treated strictly in a country to prevent to give bad influences (the country thinks) on its citizens. I am a Korean, and I went to China for summer vacation. And I was really shocked and surprised that I could not log in Facebook and YouTube. To use these social media, I had to download and use  an illegal program that my Chinese told me. I heard that the situation happened because Chinese government prevented YouTube and Facebook because at that time, Chinese government overthrew the Tibetans and their culture; As the videos that Chinese army suppressed Tibetans were expanded all over the world, the Chinese government has blocked the channels. 

 

Student

I have shared multiple experiences with different brand on social media before, with particularly my Twitter account. For most instances, I get no reply back from a large company, however one day is did get a response from Dominos that surprised me. I had ordered a pizza online with my friends, and I was mesmerized by the pizza tracker function that is new to the Dominos website. I tweeted about how I thought this feature was sweet and that I had a great ordering experience. Dominos tweeted back at me no more than two hours later thanking me for my uplifting opinion and then asked for further comments on the customizable tracker designs. I was happy to see that Dominos was so interactive with my tweet, and it made me realize that maybe they do actually pay attention to the little people on social media. I think that we should take what we hear on social media with caution at first, because you never really know what stories are true and which aren’t. I do believe however, that true opinions are very valuable to brands, and it is good for them to stay interactive with their fans on twitter and facebook. 

 

Student

  I usually catch any contact or interaction with a brand over social media through something shared by a friend on my time line. It is an indirect but effective way to be exposed to a brand through advertisement channels of word of mouth and paid ads on social media. I normally do not come across a brand unless I immediately see it on my timeline. I believe that the majority of web scrolling on these social media platforms is done through boredom and curiousity. That is why brands are able to capitalize off of our attention by us merely just trying to keep update with our friends and connections. The idea to "share" brands on your profile or for other people to see is a great internet marketing scheme that can help make your brand go viral.

Student

I am a firm believer in the old saying "you catch more flies with honey." Companies who receive a bunch of complaints are probably not as likely to help someone who is being rude as opposed to someone who is just vocalizing a concern. I had a particular experience with Comcast, who at least in my experience isn't always the easiest to deal with. My roommate had been on the phone with them for well over and hour and gotten transferred more times than I cared to count. I posted a tweet just jabbing at her frustration and mentioned something along the lines of her having a better conversation with a brick wall. It was completely in jest, I didn't even tag Comast in the tweet, but a representative of the company tweeted back and we ended up receiving a free month of service out of the whole situation. Comcast obviously handled that in the right way. As long as companies are using things like this to improve themselves, I think what people have to say on social media should be taken seriously.

Student

I have not personally reached out to a company via social media, but I do follow people who have, and who have made it VERY clear they were unhappy. Being the true MSU student that I am, I follow MSUblacksheep. Tweeting funny things that ring ridiculously true to spartans, they tweeted recently about a very bad experience they had at the local MSU bookstore SBS. If you know anything about MSUblacksheep, you know that they do not hold anything back. They were very vocal about their negative experince and continued to tweet directly at SBS bookstore bashing their services and telling all 9,000+ of their followers to not shop there. Once SBS got word of this and all of the tweets they were receiving, they issued an apology and corrected their fault, in turn MSUblacksheep tweeted their apologies for bashing SBS and actually turned around and told everyone of how well SBS handled it after the fact, recovering the incident quite well. I thought this was great, first of all because I love the MSUblacksheep called SBS out on being so crappy to them in the first place, and even better that SBS held themselves accountable and later wronged their right. 

Student

Twitter, being the social media monster that it is, can actually apply to many small scale conversations. It allows everyone to have a voice. I have posted a good customer service experience to twitter and although it didn't create much engagement, it definitely created some future conversation. I've seen good customer service reviews on twitter before and it doesn't affect me right away but down the road I remember that so-and-so I follow on twitter said it was a worthwhile experience. 

Student

I've actually reached out to a couple companies via Twitter with problems I had with their products, and received no response. But, I have emailed companies and gotten responses. I definitely give brownie points to companies who have someone who responds to social media comments, especially when I see they've given someone something such as a coupon. It's important for companies to be active on social media, for me it signals they're trying to keep current, which I like.

Student

The only time I've gotten any feedback from a shared experience on social media is my experience with Insomnia Cookies. I had ordered some cookies the night before and they were severely undercooked. To the point where I couldn't even pick them up. I was upset and tweeted at @InsomniaCookies and within a few hours they Direct Messaged me back. After exchanging several messages I had been directed to the head of customer relations and he called the Insomnia Cookies place near me to pay for another order himself. Thankfully the cookies were freakin' amazing as per usual so everyone was happy.

Student

I have shared good experiences with brands on social media. I think it is important to show your appreciation or acknowledgement about a new product or company involvement. I try not to write about negative things as much because I do know how much damage it can cause. Sometimes I am influenced by someone’s comments about a brand depending how well I know the person. If I don’t know them too well I take it into consideration but it wouldn’t completely turn me away. I think people shouldn't always take it seriously- more bad is posted than good. 

 

Student

I have shared both good and bad experience with a brand on social media in the past. Whenever I receive a bad service or the product is unsatisfying, I post blogs or comments about that so future customers would not suffer the same stress that I did. It is also important to companies who provide such service since they will revise their problems and try to prevent the same mistake in the future. Since I post my opinions on social media from time to time, I am also influenced by other people's posts regarding a product or service as well. Before I purchase something online, I frequently read past reviews and based on this I decide whether or not to purchase a item or service.

Graham Davis's picture
Instructor
10/22/2013
Social Media