Do businesses quickly admit when they have made a mistake and follow the 'customer is right' approach? A new report shows that the 'callout culture' is changing the way that brands engage with their audiences.
Virgin America leads the field, with responses to 99.7% of customer comments. On the other hand, United only responds to 59.9% of customer feedback.
People are most likely to complain to companies are because they have had a bad experience with the product or service, or receive poor customer service.
However, 52% of people who called out companies claimed to do so to raise awareness of a particular concern. This suggests callouts are actually intended to raise awareness.
Although it is no surprise that companies are only able to truly succeed with actioned-on feedback from their direct shoppers, consumers are helping their online community as well.
Almost a quarter (23%) of people find that negative reviews are more influential than positive remarks on their perception of a company.
But it does not do well for complainers to be too negative. According to the survey, two out of five (40%) of respondents who vented negatively about a brand online were eventually blocked by the company on social media.
Roughly a third of respondents said that after a complaint, the brand had apologized or offered compensation publicly. An even greater percentage said they received the same offer in a private message.
Obviously, brands see social media as critical for customer service -- however bad the feedback might be.
Deepfaking is an AI-based technology used to produce or alter online content. It presents something that did not actually occur. It is used to produce videos of politicians or celebrities saying or doing things that they did not say or do.