Week 3 part 1

I remember when my old computer had died while under warranty, the hoops it

required me to jump through was extremely frustrating. The number of transfers I had

to go through and the amount of times I would repeat my claim number and issue

began to make the problem seem not worth fixing. In fact the whole situation was so

frustrating that the next time i needed to buy a computer I looked to other companies

to fill my need first.

Social media has revolutionized the way consumers can communicate with companies,

specifically big name organizations. I have had many positive experiences

communicating with companies like Spotify and TacoBell through social media. What

seems like small issues or inconveniences can be solved from a quick dialogue on the

internet.Through twitter I have communicated with Spotify by providing feedback as 

well as asking for help when my account was malfunctioning or hacked. As a customer

it felt really good to receive a response for both scenarios. Feeling seen and heard as a

consumer promotes a positive relationship that has me returning.

I visited Taco Bell once as a way to cope with one of those days that keep snowballing

into a bigger wreck. I “drove thru” and returned home with my order when I realized

my Crunchwrap was missing a key ingredient, the meat. I didn’t feel like leaving my

home again, so I took to twitter to ask Taco Bell what was up with my missing

ingredients. They responded quickly and sent me a voucher for a free meal. I was able 

to communicate my problem directly to the source and they were able to correct the

situation. It is really cool the way consumer relationships can form with brands via 

social media.

If I had a business I would use social media to engage with positive and negative

comments. I would view negative comments as a way to own situations where

the business failed to meet expectations or as a way to bridge a gap of understanding

what service we do or do not provide . Also giving attention to positive feedback

encourages brand loyalty amongst consumers. Feeling recognized by brands you

admire and support feels good! Those responses can be more important than the

negative ones to connect and respond to!