Navigating Negative Feedback: How Get Satisfaction Balances Customer Engagement with Company Accountability

As we manage an embryonic community on Get Satisfaction and oversee another community with 25,000 members, a central question arises: why are there angry customers? However, the truth is, if you are a company that truly cares about your customers, the presence of angry customers gives you a unique opportunity for accountability and improvement.

The Customer Service Paradox

The reality is that if you are a half-decent company, you want to solve your customers' problems, and doing it in a public forum like Get Satisfaction makes you more accountable. When customers feel respected and heard, especially when they have paid for a product or service, they are more likely to view your company favorably. Resolving a single issue in a public forum can positively affect the satisfaction of all your current and potential customers who read that post.

However, if you have shoddy customer service, Get Satisfaction is not recommended. On the other hand, if you prioritize excellent customer service, even during challenging times, you will likely achieve better results. In fact, customer service 2.0 is about demonstrating how you genuinely care about your customers when they face issues. You are not just taking their money and running.

Get Satisfaction: Encouraging Open Communication

Get Satisfaction is a platform that encourages open and honest communication between customers and companies. When a company decides to participate in a Get Satisfaction community, they must accept that they will experience both positive and negative feedback as part of the process. This is an understanding they make when they choose to use the service.

Content Moderation and Community Health

We at Get Satisfaction do not moderate content unless it violates our terms of service, such as spamming, threatening, or abusive content. We permit content that is part of normal customer conversations, even if it contains negative feedback. It is important to note that dealing with these negative posts can often transform an initially negative experience into a positive one, thus enhancing customer satisfaction.

Turning Negative into Positive

Many of the communities we host routinely deal with negative feedback. Through effective problem-solving and proactive communication, companies can turn these negative posts into positive experiences. This process not only increases customer satisfaction but also strengthens the company’s brand reputation.

Best Practices: Handing Negativity in a Community

To better understand how to handle negativity in a community, we recently hosted a webinar titled "Best Practices: Handling Negativity in a Community." While the webinar is lengthy, it is highly recommended for anyone looking to improve their community management skills. You can access the webinar here.

By embracing open and honest communication, companies can turn a potentially negative community into a powerful tool for fostering customer loyalty and enhancing overall satisfaction. This approach is a testament to customer service 2.0, where companies demonstrate their commitment to their customers' well-being, even in the face of challenges.

Get Satisfaction is not just a platform for resolving issues; it is a valuable tool for building stronger, more engaged customer relationships. By managing negative feedback effectively, companies can turn adversities into opportunities for growth and improvement.