{"id":5212,"date":"2011-05-31T07:25:45","date_gmt":"2011-05-31T12:25:45","guid":{"rendered":"https:\/\/www.nashvillewraps.com\/blog\/?p=5212"},"modified":"2026-02-23T11:31:58","modified_gmt":"2026-02-23T17:31:58","slug":"social-networking-is-forcing-businesses-to-step-it-up","status":"publish","type":"post","link":"https:\/\/www.nashvillewraps.com\/blog\/2011\/05\/31\/social-networking-is-forcing-businesses-to-step-it-up","title":{"rendered":"Social Networking is Forcing Businesses to Step it Up"},"content":{"rendered":"\n
\"Social<\/figure><\/div>\n\n\n

In today\u2019s world of social networking and product reviews, businesses are being publicly held accountable more than ever.<\/p>\n

This is exactly what happened recently to Macy\u2019s. It seems 48% of their customer complaints were focused on interactions with sales associates.<\/p>\n

This poor reputation for bad service was vocalized on social networking sites that enable customers to broadcast negative experiences. On Twitter one customer wrote, “I remember why I don’t shop at Macy’s or Macys.com. Worst customer service ever.” Similar comments were shared on the company\u2019s Facebook page.
<\/p>\n

Because of digital and portable technology, consumers no longer have to take the time to hand write a letter to a company. They can simply type a quick comment or email to them immediately after the experience using their mobile device.<\/p>\n

Macy\u2019s has since turned this negative feedback into a new training program called Magic Selling to all 130,000 of its associates. The acronym \u201cMagic\u201d stands for \u201cMeet and make a connection,\u201d \u201cAsk questions and listen,\u201d \u201cGive options and give advice,\u201d \u201cInspire to buy,\u201d and \u201cCelebrate the purchase.\u201d<\/p>\n

I hope their associates can remember all of that! At Nashville Wraps, our philosophy is simple \u2013 \u201cTreat others as you want to be treated.\u201d We believe customers want to be treated as people, not transactions.<\/p>\n

If you do receive negative comments on your Facebook page or blog for example, don\u2019t delete them or ignore them. Take a proactive response and let customers see how you are solving the problem. If it is an unfounded comment, your loyal customers will defend you.<\/p>\n

Dominos Pizza recently turned around negative customer experiences on food blogs and employee YouTube videos that made the company look bad. After comments that included \u201cthe sauce tastes like ketchup,\u201d and \u201cthe crust tastes like cardboard,\u201d they knew they had to make a change.<\/p>\n

Dominos decided to use social media to their advantage by listening to their customer complaints and responding with a better product because their pizza was finishing last in consumer taste tests.<\/p>\n

After two years of research, they completely changed their pizza recipe and promoted it in their advertising and through a new website launch \u2013 http:\/\/pizzaturnaround.com\/. Dominos is encouraging consumers to try the new pizza and offer feedback on Twitter, Facebook and YouTube.<\/p>\n

<\/p>\n

Their aggressive marketing efforts paid off. The company reported a double-digit sales increase in third-quarter sales last year. Thanks to mobile pizza orders from iPhones, sales remain strong.<\/p>\n

You don\u2019t have to let your business get far off the mark like Macy\u2019s and Dominos did. If you listen and respond to your customers daily like we try to do here at Nashville Wraps, you can resolve most issues before they turn into big problems.<\/p>\n

Also, build your business by The Golden Rule, and your customers will find it a pleasure doing business with you.<\/p>\n

Buffie Baril
Internet Advertising Manager
NashvilleWraps.com<\/a><\/p>","protected":false},"excerpt":{"rendered":"

In today\u2019s world of social networking and product reviews, businesses are being publicly held accountable more than ever. This is exactly what happened recently to Macy\u2019s. It seems 48% of their customer complaints were focused on interactions with sales associates. This poor reputation for bad service was vocalized on social networking sites that enable customers…<\/p>\n

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