IP Quick Intellect

Decisions surrounding everyday purchases are now often made following an online review of businesses' social media accounts. Whilst the ability to post reviews on social media has given consumers the power to provide instant feedback, it has also given rise to 'trolling'.

The widespread adoption of ‘the customer is always right’ mantra is well intended, but the result is a prevailing culture of ‘yes-people’ who run for cover at the first sign of conflict. In a small handful of circumstances, you should consider the customer most definitely wrong and call them on their inappropriate remarks. Here are my top 5 tips for dealing with inappropriate behaviour on social media.

Recent data collated by US social media and analytics provider, Locowise, indicates that businesses ignore almost 90% of customer feedback received on their Facebook pages. It’s a startling statistic and seems to support the argument that perhaps many businesses with social media are missing the point of their presence online.

Customer testimonials have long been used as a legitimate, and in many cases effective, marketing tool. But have you ever read a testimonial and wondered whether it was real or fake? More importantly, with the rise of social media and customers being able to post comments and testimonials on anything from Facebook to YouTube, how can you be certain that the comment is real? The concept of 'misleading and deceptive' statements on social media is becoming a significant issue and cases brought before the Courts as recently as February 2013 are highlighting this. The ACCC has also made a statement recently that it is prioritising work in the areas of credence claims and fake testimonials.