Ahhhh. The age of customer empowerment. Nothing quite as satisfiying as sticking it to the man with a social media lashing. I’ve written on this blog and elsewhere that this is a good thing for both customers and brands. It allows companies to interact with their customers better.
But you’re probably seeing more and more stuff in your streams like this:
Widget Corp. is so STUPID. They HATE their customers. Their web site sucks!!! #WidgetFAIL
And then a few minutes later, a more meek tweet comes down the stream…
Oops. I didn’t have my computer plugged in.
Here’s the thing you need to think about. The first tweet comes up in searches for Widget Corp, the second doesn’t. And there were people watching your stream during the outrage that aren’t there for the mea culpa.
Remember that you’re packing a loaded gun (some of us have BB guns, others have AK-47s) with your online presence. If they deserve it, let ‘em have it. But you need to be careful of what you’re casually destroying with a drive-by social media attack.
I know it seems like online anger makes you look cool like an A-list social media rockstar. But how about some seasoned sensibility before lashing out? *(you know, like you would do in the real world.)
Full Disclosure: I sometimes pretend that Widget Corp. is one of my clients. They have provided me widgets at no cost.
