Brand accountability is a growing trend with how consumers are using social media today.
This means your worst brand behavior is paraded online for potential customers to consume.
How is this impacting your brand reputation and purchasing decisions from would-customers?
We’re dissecting the latest Sprout Social Index to find out.
Taking Brands To Task
Sprout Social’s 2017 Q3 Index calls it the “call-out culture” — where consumers take their rants to social media to highlight, amplify, and berate bad brand behavior.
Their stats are staggering when it comes to brand accountability through social:
- 46% of consumers have used social to “call out” brands
- 4 in 5 consumers think social media has increased accountability for businesses
- 55% of consumers call out brands on social to get a resolution or response
- 81% of people say that social media has increased brand accountability
And millennials are the quickest and most likely group to use social media as an accountability medium.
56% of this group has called out brands on social, while 61% of other generations have remained mum.
We know that social media saw the balance of power switch from brands to the consumer.
Now we know that consumers are using that power to take a stand against brands engaging in inappropriate behavior.
Consumer complaints aren’t new, but it seems the medium is.
Using social media not only amplifies the user’s message, it acts as a warning to other customers. The biggest reasons for online complaints according to the report are:
- Dishonesty (remember, authentic is better than “cool” on social)
- Bad customer service
- Rudeness (in-person)
- Bad product experience
- Rudeness (online)
- Too political
As for why consumers rant on social about brand accountability, 70% say it’s to protect other customers.
Which works, because 65% of consumers say that when they see a brand called out on social, they’ll think twice about buying from them.
Other reasons for calling out brands included getting a response or resolution, to raise awareness of the issue(s), or to get a refund or a discount.
The silver lining in this brand accountability squabble is that brands still have time to fix things when that first complaint is made.
All eyes are on you — the brand — to now see how you will handle this complaint.
Take Back Control By Thinking Conversation
You have a chance to make things right. It only takes two things: a helpful response.
That’s right, you not only have to respond to the complaint, it also has to be a thoughtful and valuable response (you can’t be surprised).
- About 50% of consumers say they’d never buy from the brand again if they got a less-than-helpful response
- 41% of people say they’d share that poor response with their online network
- A poor response from your brand means you increase your chances of being boycotted by 43% of consumers
Source:: Business 2 Community