Social Media Complaints and Dysfunctional Consumers

By Dr. Todd Bacile | July 17, 2013

Social Media ComplaintsSynopsis: consumers who are choosing to use social media to complain to brands about legitimate issues are being met in some instances by fellow consumers exhibiting dysfunctional behavior, such as casting insults to a complainant while defending a brand. This is creating new challenges for brands from a customer service perspective.

Social Media Complaints

Social media are conduits for consumers to share complaints and seek resolution with brands. Even a brand’s most desired customers may post a complaint to a brand’s Facebook page, Twitter feed, or Google+ page. This is positive for firms attempting to resolve complaints, as research shows consumers who receive a complaint resolution have a higher probability of repeat business versus consumers who do not receive a resolution. For the brands that ignore or delete  social media complaints, watch out for the fall out!

Social media complaint resolution is an extension of traditional service support now entering virtual social media pages owned by brands. A company’s social media page is a virtual service setting, where consumers have expectations of a brand’s attentiveness to comments and complaints. Companies are realizing social media complaints must be addressed. Timeliness is a factor, too, as many consumers believe a firm should respond to social media complaints within an hour.

However, the presence of dysfunctional consumers is creating new challenges for firms in social media complaint resolution.

Dysfunctional Consumers

Dysfunctional consumers are individuals who exhibit some form of misbehavior that negatively affects other consumers, employees, or a brand. Examples include people in a service setting acting rudely, using vulgar or abusive language, making unreasonable demands, or even illegal acts such as theft or physical assault. Basically, any violation of acceptable norms of behavior in a business setting. Why should brands care? Dysfunctional consumers negatively affect other consumers’ satisfaction with a brand, future purchase intent, and brand loyalty.

Dysfunctional consumers are entering social media complaint and resolution scenarios. Occasionally, a dysfunctional consumer may interject in another consumer’s complaint posted to a brand. A typical example is a response from a dysfunctional consumer that defends a brand while insulting or degrading the complainant. Below is an actual screenshot (redacted for anonymity) from my research:

Social media complaint with dysfunctional consumer response

I interviewed a social media marketing company’s executive manager. He was asked how he deals with situations where “Consumer A” complains to the brand and “Consumer B” insults “Consumer A” in the thread. “We represent the brand and only reply to the complainant. We don’t do anything with other people who comment or respond, even when they border on insults. Unless it’s extremely offensive, we let consumer interactions work itself out.”

Stimulated by his response, I proceeded to collect data from several brands’ Facebook wall posts over several weeks. Thousands of consumer posted wall posts were content analyzed. Hundreds of posts were categorized as complaints. Several complaints had dysfunctional consumer responses that insulted the complainant, while defending the brand. Guess how many times a brand addressed a dysfunctional consumer insulting the complaining consumer? Zero!

Dysfunction and Complaints: A New Challenge

Findings from my research suggest brands are mishandling these complaining interactions. Brands are adapting traditional in-person complaint resolution tactics as if a dyadic conversation is occurring. Within the traditional complaint dyad there is a brand communicating with a single complainant, while all other consumers are uninvolved. However, social media complaints are one-to-many (or many-to-many) conversations instead of the one-to-one dyad brands are familiar with.

When dysfunctional consumer responses enter a complaint thread, companies should not only respond to the complaint in a favorable manner, but also address the dysfunctional response (i.e. ‘We appreciate your comments, but please maintain a polite atmosphere on our Facebook page’). This is how traditional in-person service settings operate. Service managers in in-person settings have a responsibility to maintain a peaceful atmosphere by attending to consumer misbehavior. Social media should be no different as consumers consider these interactions to be virtual service encounters in a brand’s environment.

Todd Bacile (@toddbacile) is a Marketing Professor at Loyola University New Orleans. Social Media Marketing Magazine ranks him as one of the Top 100 Marketing Professors on Twitter. The content posted here is a small portion of larger social media complaint studies he is currently conducting. Questions or comments regarding social media complaints are welcome.

Advertisements

4 thoughts on “Social Media Complaints and Dysfunctional Consumers

  1. Another great post, and yet another reason we should be working together! It surprises me still how many brands do not respond to complaints made via social media. It is essentially the same as completely ignoring a customer complaint in person, or simply not responding to a customer on the phone placing a complaint, then hanging up on them. Not a best practice for traditional service support or social media support. Brands should value these complaints! This is an opportunity for them to redeem themselves or “make it right”. This is a gift, they are getting the chance to keep the customer as opposed to never getting the chance to try to “stop” a customer from leaving. Additionally, they are getting free, real time feedback from their customer, this is a huge opportunity to collect information that can improve products/services and possibly help create new products/services/offers.

    Like

    • Thanks for the comments, Jessica. Many firms are slow to recognize social media as virtual customer service environments openly viewable to anyone online. Public customer service encounters like these must be attended to with the correct strategies by companies. Many are still toeing the water, so to speak, and relying on existing strategies – which are often an incorrect! Keep me posted if you have an idea we can work on together. Thanks ~ Todd

      Like

  2. Pingback: Todd Bacile's Marketing Blog | Mobile Showrooming in the Age of Information Transparency (Part 2 of 2)

  3. Vigamox Without A Script in Columbus aeegcddekgkd

    Like

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s