Content MarketingMarketing Infographics

Complaining Ain’t Easy

When we’re advising a social media strategy for our clients, our first step is to ensure they have a customer service strategy. Consumers and businesses don’t care who is in charge of your Twitter, Facebook or LinkedIn presence… if they have a complaint, they want to voice it and have it handled professionally and efficiently. Lacking a strategy to deal with those complaints will destroy any social media marketing strategy you may have hoped for.

Zendesk’s infographic, Complaining Ain’t Easy, illustrates how your customers feel about your responsiveness (or lack thereof) to their complaints on social media. 86% of the people who complained about a brand via social media that did not get a response would have appreciated one, and 50% of people said they would be deterred from being a customer if their questions and complaints were ignored on social media.

Zendesk Cusomter service complaints

Douglas Karr

Douglas Karr is a fractional Chief Marketing Officer specializing in SaaS and AI companies, where he helps scale marketing operations, drive demand generation, and implement AI-powered strategies. He is the founder and publisher of Martech Zone, a leading publication in marketing technology, and a trusted advisor to startups and enterprises… More »
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