This is what your customers say when you are ignoring them.
There are countless companies, both big and small, that are still not online. And when monitoring and responding to online chatter are becoming more important as customers take to the Internet to voice praise and complaints, not being online makes a huge difference in how you are perceived.
Imagine that you are a Fortune 500 Company from the energy industry. Imagine that you took your operations to Mexico where people are not open to companies changing the landscape of their ecosystem; where people are somewhat illiterate when it comes to hi-tech energy saving solutions. Imagine that news about how you are damaging the environment is online in the form of videos, pictures and articles from local and international news.
This is the situation Sempra Energy finds itself in.
Do a search for Sempra Energy online and you’ll see their website at the top but everything else is from news sources. Their Twitter account is sporadic and if they do post something, it’s news. No interaction.
It seems they don’t know that there’s a problem.
Meanwhile conversations about Sempra are happening on blogs, Twitter and Facebook. But where is Sempra?
Nowhere to be found.
This might not be you. You might not have this problem, yet. But if your customers are voicing their complaints and you are not there to respond, what do you think is going to happen?
There are an infinite numbers of ways to approach this problem, but the principle remains the same: don’t ignore, acknowledge.