01
.Being heard
Consumers have taken to the internet to complain about everything from unfair trading practices to faulty goods as well as sing their praises about products and services. And savvy businesses are sitting up and taking notice of these online comments, with some companies responding to customer comments on Twitter, Facebook and online forums.
The most common activity on social media sites is viewing other people’s comments and discussion on brands, products and services, according to Nielsen’s Australian 2011 - 2012 Online Consumer Report. However, the report states that while 71% of online Australians look for other people's reviews and comments, only 39% of people who go online actually post reviews.
Businesses listen
Knowing where to post your comments can help make them more effective, and those who post their opinions online typically head to forums, social networking sites or review websites (in that order), reveals Nielsen data. Blogs and uploading videos are other popular ways people choose to attract an audience.
Knowing where to post your comments can help make them more effective, and those who post their opinions online typically head to forums, social networking sites or review websites (in that order), reveals Nielsen data. Blogs and uploading videos are other popular ways people choose to attract an audience.
If you intend to complain online, you should consider emailing or calling the company first before posting publicly. Their response may help frame what you say before committing it to the public domain. While it is important to speak your mind, don’t assume you’ll remain anonymous just because your details aren’t displayed. It’s also good practice to use the same manners and consideration you would for other communication mediums, and to not share sensitive or personal information.