Week 3A: Communicating as a Consumer
As a millennial, interactions with corporations on social media is common. Often, I hear my friends bragging how they altered the outcome of a quandary after a stern tweet. I'm often skeptical of my friends' online success stories, but reaching out through social media is an intriguing concept.
The extent I interact on social media as a consumer is using Trip Adviser, or Yelp to pick a new restaurant or dog salon. I have never left a review, however aspire to one day give Panca Peruvian in Oceanside a full 5 stars. These review websites while a useful tool, are not always trustworthy. I have gone to many restaurants and movies with rave reviews by Joe 6-Pack that I would later regret. I still find myself falling back on the more traditional recommendations of Zagat guide, Rotten Tomatoes, and Bob Mondello.
In defense of corporate "listening" on social media, and the grand stories of friends getting a free month of unlimited data, I DO have a mysterious experience with Virgin Australia. Several months ago, in the wake of of the Virgin/Delta merger, I was delayed for 90 hours straight in Brisbane. The delay consisted of three flight cancellations, and the consumption of two tons of coffee. I posted an Instagram picture calling out @VirginAustralia for being #delayedagain, and was magically put on an non-stop flight with a premium seat upgrade. Coincidence or social engineering?
The extent I interact on social media as a consumer is using Trip Adviser, or Yelp to pick a new restaurant or dog salon. I have never left a review, however aspire to one day give Panca Peruvian in Oceanside a full 5 stars. These review websites while a useful tool, are not always trustworthy. I have gone to many restaurants and movies with rave reviews by Joe 6-Pack that I would later regret. I still find myself falling back on the more traditional recommendations of Zagat guide, Rotten Tomatoes, and Bob Mondello.
In defense of corporate "listening" on social media, and the grand stories of friends getting a free month of unlimited data, I DO have a mysterious experience with Virgin Australia. Several months ago, in the wake of of the Virgin/Delta merger, I was delayed for 90 hours straight in Brisbane. The delay consisted of three flight cancellations, and the consumption of two tons of coffee. I posted an Instagram picture calling out @VirginAustralia for being #delayedagain, and was magically put on an non-stop flight with a premium seat upgrade. Coincidence or social engineering?
Another person with an aspiration to leave a Yelp review! Solana Beach Storage (yes, of all things, I want to rate a storage facility) has the best customer service I have experienced anywhere. One day, I have every intention to give them a review. One day!
ReplyDeleteI would not be surprised if it was social engineering. Algorythms can do some crazy things these days.
I have never thought as seeing social media as some sort of control over a business. Whether that is possible or not, it is interesting to see how companies have different company cultures and how that affects customer service. Some employees seem to have a quick and caring point of view when helping you. Some employees couldn't care less. I am always curious as to how different companies implement (or does not) the helping culture. How a company approaches these things seems apparent in how they handle social media.
I have a penchant for posting on TripAdvisor or Yelp, but never have had the need to post on Instagram for an escalation issue! I might put more thought into what's being used more in Social Media, a lot of times, thinking of only using Facebook as a way to get something done is more common. Businesses seem to have their "eyes and ears" everywhere!
ReplyDelete