How social media presents a challenge and opportunity for the reputation of every business
No business can afford not to be able to attract new business, and each must learn to avoid that prospect by discovering new ways to improve the customer experience (CX) it offers.
This is also a world in which the best engaged and quickest-witted social media influencers can rapidly accelerate the downward spiral of a company’s negative reputation.
This makes the reputations of all vulnerable to the social communication capabilities and the will to act of their most aggrieved customers.
When all customers learn how to hold those companies to account, standards of service will rise because businesses are forced either to organise themselves around the customer’s expectations, or to surrender their customers to other suppliers.
The problem we solve
We guide customers in how to report to others using social media whenever their expectations for good CX are not met, by companies that are either unwilling or unprepared to meet them.
Then, by reporting to them in a shared, single, distributed medium that tracks supplier performance over time, we bring unhappy customers together as a unified force to drive companies to meet their expectations.
For those companies, this is a prime opportunity to learn, either how to galvanise their own collective intelligence in defence of their turf, but, for those that can’t, or won’t, a similar opportunity opens up for those that want their business to take it more easily than ever before.