Respected industry analyst Gartner Research issued a report naming social networ

Question

Respected industry analyst Gartner Research issued a report naming social networking as one of the top ten disruptive (i.e., innovative) influences shaping information technology (and thus, business) in the next five years. Should organizations fear or even avoid websites (their own or external sites like Yelp or TripAdvisor) where consumers can post negative messages about products and services? What actions can companies take in response to this disruptive influence? What would be your writing strategy in response to a negative online review or complaint?

In your own words / over 300 word count.

Explanation / Answer

Organizations which provide good services to the customer, which is concerned about its consumers safety and gives priority to its customers, promptly responds to customer queries and values its customers needs not worry about the negative comments. Because it would hardly not get any. The main motto of such organizations is to keep its customers happy and it can go any long to keep them happy.

The organizations which are concerned about the profits and numbers (sales) and not concerned about its customers needs and priorities should fear about the negative reviews and messages about their products and services. Because such organizations do not bother much about its customers. Hence, they should fear about the negative reviews of the consumers.

The actions that companies can take in response to this disruptive influence is - they should take care of its customers well. Make sure their demands are fulfilled and priorities are met, and ensure that they make their customers happy by delivering timely products and services. When organizations make their customers happy, they get back all the positivity from their customers. It actually reflects back to the organization in a positive way.

In case of a negative online review or a complaint, the writing strategy would be - to apologize the customer and provide his the necessary support for his query. In case of any reimbursements or returns, you should help them in getting one as soon as possible if it is valid, and assure them that such things will not happen in future. First step in making a customer happy is to respond to customer query by apologizing him/her and supporting them in fulfilling their demands. Once that is done, customer would actually get a positive impression and would love to get back to you again. Because they would get that assurance that, come what may, company is always beside them if they need any help from their end.

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