If you complain by phone or by email, how many people know about it? No one. Just you and the person at the end of the phone or opening the email. When you complain using social media, it is as though you are standing on the top of a tower block shouting your complaint to see if anybody cares.
Companies should care what the world thinks of them. If you put negative things out there on the web, other people will read them.
If the company responds publicly and fixes your problem then not only does it make one happy customer, it shows the rest of the world that they are a good company to do business with.
People share good stuff. If someone gets wowed by the great service from an organisation, they might just share the experience.
Put yourself in the shoes of an organisation and think about this situation. You have two customer service issues that you need to fix. The trouble is you only have time to fix one. The first issue was emailed to you from a random Gmail account. The second was a tweet sent to you by somebody with 1000 followers on twitter. Continue reading