Brands – Are You Listening?

Brands – if anyone has heard about you, then people are talking about you.  Are you listening?

This week, I had a bad experience with Specsavers that they handled really well.  Whenever I am treated poorly by or rudely by a brand I will tweet a mention of the experience once to see if the brand is listening.  More often than not, no one is listening. In this case though, Specsavers was.

I received a tweet back (albeit 24 hours later) asking me to DM them my details for the customer care to look in to.   I had to respond letting them know I can’t direct message them until they are following me, but eventually we got there.  It seems listening is a newer discipline for Specsavers but I was really impressed that they were making a concerted effort.

In this day and age listening to what people are saying about your brand is not rocket science.   Whether you monitor it on a very basic level using HootSuite or a similar free tool, or whether you invest in a more intelligent tool such as Radian6, you need to be listening.  In a world of abundance and thousands of options for just about anything, if you’re not listening you can bet your competitors are.

4 Thoughts on “Brands – Are You Listening?

  1. Brands – Are You Listening? http://t.co/aKj3nzBK via @sherrodpatching

  2. Couldn’t agree more. I’m the organizer of the Seattle Web Tech meetup group and had been having a hard time getting someone from our venue to return my calls or respond to my email. I finally went to their Facebook page and left a note on their wall about the lack or response. That sure got their attention and someone called back within an hour!

    Begs the question though. Is this what customer service has come to? Do we really have to broadcast to the world our dissatisfaction before we get a response?

  3. Pingback: Brands – A Follow Up « What Not To Do In Love And Business

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