Why do some businesses get more flack on social media than others?
A couple of months ago, I read an article on bnet called: 5 Businesses That Will Live (Or Die) By Social Media.
In the article Christopher Elliott talks about a Clickfox survey that identified five industries more than any otehrs where customers have sought customer service via social media.
The industries identified by the survey were:
I read this and wondered why all of these industries would be on there.
Here’s what struck me:
Why are these industries more important than others? It seems to me that if we step back and understand it from a customers perspective then we will see that most, if not all, of these industries are important if not essential elements, tools and facilities in our modern lives. They are not just things that we buy. They impact our lives, both business and personal, our ability to live them and to do the things that we want to do.
Take those facilities away and it materially affects the way that we can conduct our lives.
Hence, the disproportionate noise from customers about failures or poor customer service in these industries.
These industries won’t get less important over time and social media will only amplify customers reactions. Therefore, to companies in those sectors, I would say:
Get better quick or get used to the tomato throwing!