An increasingly common phenomenon on social media is customers publicly stating the problems they have with a particular brand/company in the hope that someone from the company will see them and solve them. In 90% of cases, more unsatisfied customers who had a similar or the same problem come forward and all of them openly express their dissatisfaction with the business of the given brand.
These, let’s call them, public discussions, represent a great source of learning for a brand/company. There, their customers openly say what the specific problem is and give the brand a great opportunity for improvement, growth and development.
Just by analyzing comments on social networks, they can be classified into several groups, separated by priority, and an action plan for solving problems can be prepared in order to increase customer satisfaction. Research shows that as many as 80% of customers feel more connected to a brand when customer service successfully resolves their issue (source: cgsinc.com ).