Social bullying and its threat on corporations

Social bullying and its threat on corporations

Summary: While a corporation is rarely seen as a victim, the social bullying threat is real. So, what's a company to do?

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TOPICS: Security
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Bullying, social or otherwise, has sadly been in the news a great deal over the last several months due to some of its tragic effects, thus creating an even larger movement against this vicious behavior. While a corporation is rarely seen as a victim, and the potential dangers to it are nowhere near the dangers of ganging up on an individual person, the social bullying threat against companies is real.

Bullying at its basic concept occurs when a victim is rendered helpless by the unwarranted attack of those around them. Many times the bullies are made more powerful by their level of popularity. In the corporate sense, the attacks are generally written or verbal, but an attack on a company by a popular social networker can still leave an indelible mark on the company's brand, or even its wallet. Some unreasonable consumers have gone social or used the social threat to extract better deals from businesses - whether it's free product replacements, shipping, unwarranted discounts or rapid service levels.

A controversial example of this occurred in August 2009 when mom blogger Heather Armstrong purchased a $1,300 Maytag washing machine and one week later, it broke. She reportedly called the maintenance people three times and each time they left without repairing her washer. She finally called Maytag customer service, requesting that they do something to help her and she claims that they didn’t. When she threatened to go to Twitter, they told her that didn’t matter, so she posted a series of tweets alerting her significant crop of followers to the disservice. Some of her tweets included all-caps screams of "DO NOT EVER BUY A MAYTAG" and called her experience "A TOTAL NIGHTMARE." Many related to Armstrong's experience and many also reacted. As a result, Armstrong received a personal call from Whirlpool (owners of Maytag) corporate headquarters and, after a few more hurdles, her washing machine was fixed the next day. She also received an offer for a brand new washing machine from BOSCH, which she declined but arranged for it to be donated to a local shelter -- a noble move.

The thing is, there's a fine line between demanding quality customer service and damaging a company's brand, and it's a line that is quite subjective. On one side, many saw Armstrong's behavior as rallying on behalf of the little guy and raising awareness of a larger problem that Maytag should've addressed. On the other side, many saw her as a bully, a whiner... someone taking advantage of her "status" to achieve resolution faster than others could. Of course, real celebrities have been taking advantage of their power for years, so why should it be different with social network celebrities? At the same time, should a person truly rallying for the little guy leverage his or her celebrity to help the company solve the long-term customer service issues rather than bleeding the company's crisis communications resources? Or, is that simply not her problem? Finally, was that the right approach for Whirlpool to take? They reacted because Armstrong has clout. But what message does that send to the unknown mother with the same issue? What did this do to the brand?

Dealing with social bullying in a fair and constructive way »

Social bullying has, indeed, become a prevalent threat to corporations. The concept of corporations landing in the unwieldy throes of social network complaints isn't by any means new. More than a year ago I wrote a piece about how social media rewards whining, enabling the idea that customers are not always right and, in some cases, are actually brutally opportunistic. All of this begs the question- how can businesses deal with C2B social bullying in a fair and constructive way that does not hurt the business, the customers or the brand?

I reached out to Anand Subramaniam, vice president of marketing at eGain, a company that has established its foothold in helping companies manage relations with customers. Subramaniam offers the following tips for companies concerned about social bullying:

  1. Monitor mentions of your business on an ongoing basis – look for typical bully talk, as well as legitimate complaints and positive comments so you can spot social bullying (as well as positive mentions), as it occurs.
  2. Respond but only selectively: Is the bully of high economic or social value to the business? Also consider a quick assessment of context, including past interactions. You need a multichannel customer interaction hub that contains a central repository of customer interactions across all channels. Also helps you take the bully private without asking him to repeat context and aggravate the situation further.
  3. Apply the same “substance”: The policies for social bullies should be the same as for any other “traditional” bully-customer in a similar situation. But with a polite but firm “style”: Not snarky or impatient that might trigger a social storm. There should be a unified customer interaction, knowledge, process and policy hub.
  4. Take the bully private for discreet handling, where possible: Don't lose context in the transition - this will aggravate the situation further. Bring back happy endings to the social cloud, as appropriate.
  5. Happiness is not universal: Accept that you cannot make everyone happy.
  6. Staff for social IQ: Hire agents and community managers with “social intelligence”, i.e. prudent extroverts who are emotionally intelligent. Empower any agent to handle bullies or any other customer in the same way that the best agent would – same, consistent, high-quality answers, handling process for bullies or other customers (e.g. what to say when, when to escalate to a supervisor, when to end the conversation).

"With social, the customer is an 'emperor', not just a 'king.' And, ultimately, social will drive businesses to become more customer-centric," he said. "Put in place the technology, process, people, practices and policy infrastructure in place a central hub for excellence in unified and consistent customer service across traditional and social media."

In the end, the truth is that bullying is a strong term and can be, especially in the case of Armstrong vs. Maytag, excessively harsh. This does not diminish the threat to corporations by those who might abuse their social network status. As Subramaniam describes above, companies need to have policies and training in place to help address these issues. More important, as more and more consumers take to social networks, companies need to consider these outcomes when developing their customer complaint remediation policies. In some cases, i.e. Maytag, it's possible that the perceived "bullying" may not have occurred if service was up to par in the first place. In other cases, even if the customer is not always right, the customers' voices, especially as a collective, are generally going to be much louder than that of the brands.

Topic: Security

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29 comments
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  • RE: Social bullying and its threat on corporations

    Why is this bullying? They came out three times and neither visit resulted in a repair, then customer service blew her off and basically told her to go ahead and tweet her plight.

    Maytag got what it deserved.
    cyberslammer2
    • This is not Social Bullying

      This is consumers taking actions to demand that what they pay for is supported and taken care of by the Mfr. The MFRs of yesterday had a higher standard. Not so much today. So AMEN to the lady. We should all be doing this "social bullying" Maybe there wouldn't be so much poor service, quality and greed. Leave it to media to misconstrue terms and meanings.
      djzoey
      • RE: Social bullying and its threat on corporations

        @djzoey It is the service company she has coming out to fix it that can't figure out what was wrong the first time. Maytag, as well as many other companies, use outside servicers to do warranty repairs. Buy from a place that has service! They will be able to fix it right away. Problem aborted, customer happy! That is what you get when you buy from the big box stores!
        royb33
    • RE: Social bullying and its threat on corporations

      @cyberslammer2 It is the service company she has coming out to fix it that can't figure out what was wrong the first time. Maytag, as well as many other companies, use outside servicers to do warranty repairs. Buy from a place that has service! They will be able to fix it right away. Problem aborted, customer happy! That is what you get when you buy from the big box stores!
      royb33
      • RE: Social bullying and its threat on corporations

        @royb33
        That maybe true however Maytag holds the Ultimate Responsibility for the product and ensures customers are getting proper and completed customer satisfaction and support until the Problem is fixed!!!
        djzoey
    • RE: Social bullying and its threat on corporations

      @cyberslammer2
      Point 2 above tells the tale - he recommends that companies respond depending on how important the complaining individual is to the company. Labeling cases like this bullying is another way for companies to avoid their responsibilities in the name of profit.
      radleym
  • RE: Social bullying and its threat on corporations

    Good post! My reply was a bit too long for your comment section.

    http://thepracticalcafe.com/is-social-media-a-threat-to-corporations/
    The Practical Cafe
  • Poor Service

    I don't agree that Armstrong was a bully to Maytag. She had 3 calls to fix the machine but the machine was not repaired. She called Maytag and that is where customer service went downhill when they decided to ignore her problem and basically invited her to use social media to embarass the hell out of them.

    Armstrong had more patience than I would have in that situation. The article did not say who provided the onsite repair and it could have been the retailer who sold her the machine that gave such poor service. The poor service reflected badly on Maytag.

    The take away is that a company may believe it provides good support but it takes one determined customer to wreck your reputation. Maytag should take this as a learning experience and design a better customer service center that will work to calm the customer and then work on the problem instead of taunting the customer.
    sboverie
  • RE: Social bullying and its threat on corporations

    When you contract out your service function to a third party, and an incompetent one at that, you have shown what you think of your customers.

    HINT: Which U.S. political party is trying to oursource and offshore current government services ("privatization") regardless of whether those services are vital to human life and wellbeing?
    orangemike
    • Both, so what's your point?

      @orangemike
      John Zern
  • ...many of us feel helpless...

    ...against corporate incompetence and what corporations currently call "customer service." Maytag has a responsibility to stand behind their product. Hurray for Armstrong. Since when was David accused of bullying Goliath? Thank God that our modern technology has put the power of communication in the hands of the Little Guy -- for the first time in human history. Why else would those in authority be afraid of how they'll use it?
    sissy sue
  • RE: Social bullying and its threat on corporations

    "Bullying at its basic concept occurs when a victim is intimidated by the attack of someone around them."

    FIFY


    This isn't bullying (if anything, it's extortion) and it cuts both ways. I like a product, I have a Youtube audience, I scream how much I like the product, bunches of people buy it.
    hiraghm@...
  • Entirely Approrpriate and Effective Action

    When processes fail due to an inattentive mule, it is first necessary to get the mule's attention.
    schmandel@...
  • Is this a spoof article?

    I assume this is an attempt at humor, right? You're spoofing the media, and how they've been whining about online "bullying" recently?

    Surely you can't be serious. How is it bullying to complain publicly about being abused by a corporation, individual or other entity when you've tried every other avenue to resolve the issue but the abuse continues?

    If anything, Maytag bullied this poor lady. But when she complains about it online, you call it bullying?

    Let me guess -- you must be a democrat. Democrats see everything backward.
    roncemer
    • RE: Social bullying and its threat on corporations

      @roncemer NOTICE: At this comment (#11) the discussion went from reasonably on point to an alternate non-sequitur universe involving politics. I predict another 50 or so irrelevant back-and-forths until it dies out, unless someone can work in Microsoft vs. Apple, in which case the thread has a real chance of breaking 200 responses. Come on, guys you can do it! :)
      Biotechguy
      • LOL!

        @Biotechguy

        :)
        John Zern
  • What a JOKE

    So your implying she should have just shut up and lived with the problem
    In other words rolled over and taken it up the A$$
    WTG Liberals
    dbull99
  • Not seeing the "bullying" here

    Not gonna repeat the points that most others have made here, but I don't see the problem. If word-of-mouth can affect you, then you should probably be invested in making sure those words are good ones. Fail to do that at your own peril.
    the.ksmm
    • RE: Social bullying and its threat on corporations

      @the.ksmm

      Amen to that man! A+
      djzoey
  • Bullying?

    After having read Ms. Armstrong's blog about the washing machine incident - laughing myself silly the entire time - I can only say if this is corporate bullying then God love Ms. Armstrong for being a bully.

    What she did is not much different than an average consumer involving the investigative reporter team at a local news when they couldn't get satisfaction from a business. Focusing media attention on a company has long been a valid method for consumers whether the media is radio, TV or even social media of various kinds.

    While there are certainly consumers who deliberately complain to get something for nothing, this isn't an example of it.
    lshanahan