(29 Oct 2022, 6:27 pm)Adrian wrote It has, but then again I'm not sure how you can positively engage with customers, when the majority of your business decisions are going to be perceived as negative? There's only so many times you can respond to people telling you that you're shit or whatever.
I'd suggest it'd be a good investment to get someone to actually work with the team to improve the social media side of things. If there was some balance to what they're posting, then you'd hope that most of the response wouldn't be so negative.
Yeah, I've used this a couple times now and it works a treat. Even if I email, I generally get a response back in a week or so.
To be honest, it's probably a legacy of awful policies in the past.
The empty, 'send us an email' type of patter doesn't work, but it became the standard response.
Then the responses to the emails were naff and so the cycle continues.
I agree with you about improving the social media side of things.
It may take a while, it may be the long game, but it can't continue as it as been for the last however many years.