« Is Social Media Creating a Wholesale Culture? | Main | Content GIGO »


which is why it's important to focus on the key data point of this post -- doing good by customers is going to be more profitable. The return on complains, it turns out, is quite negative.

I wanted to re-visit this since my first comment didn't work, and candidly this probably won't be half as articulate because it's not fresh on the mind. I apologize.

My problem with responding to every Tom, Dick, and Jane that post a complaint online directed a friend as opposed to your brand is that in answering those complaints are the brand's not encouraging that approach?

If every time someone whines you come to the rescue (and this works for guys like Vaynerchuk), aren't we teaching them to expect that response? And is that the best strategy?

What if we had an architecture in place that enabled people to address their complaints to specific parts of a company instead of blasting it to anyone who'll listen. YES - it's powerful to convert someone that way, but are you setting yourself up for failure? Is it *really* scalable? Maybe, but I'm unconvinced it's the best approach.

maybe online? Offline, people tend to cut to the chase. Want to know who is the go to mechanic? Here's the name of one who will not let you down, etc.

The comments to this entry are closed.


Search Content

As seen on


Advisory Boards

Marketing that makes business sense


Book Reviews

  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.