Growth Bite: Avoid "complaint publicization" on social media by giving only one public response

Social media has become a necessary element of customer service, but it can hurt your brand if done incorrectly. Offer a thorough response, then move to a private channel to avoid amplifying complaints. Replying to complaints on social media has been

Avoid "complaint publicization" on social media by giving only one public response.

Social media has become a necessary element of customer service, but it can hurt your brand if done incorrectly. Offer a thorough response, then move to a private channel to avoid amplifying complaints.

Replying to complaints on social media has been shown to have positive effects, such as increased sales. But a recent study showed that it can also cause "complaint publicization," which can affect perceived quality and even increase future complaints. This is particularly true on platforms like Twitter, where commenting on a complaint puts it front-and-center on your account. In most cases, you can minimize the negative impact by responding only once before bringing the conversation to a private channel (as opposed to going back and forth in public). Make sure the response is prompt, empathetic, and informative. Explain what happened and what will be done about it. Use "I" instead of "we." And when offering a private conversation, suggest multiple mediums (DM, email, Zoom, etc.).

Indie Hackers | Stripe | 510 Townsend St, San Francisco, California 94103 
You're subscribed to the Indie Hackers Growth Bites newsletter. Click here to unsubscribe.

Key phrases

Older messages

🗞 What's New: Braintrust's decentralized talent network

Tuesday, September 7, 2021

Also: A founder's guide to landing press coverage. ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

Top Milestones: Processed 84M in payments for customers!

Sunday, September 5, 2021

Top milestones for the week from your fellow indie hackers. ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

🗞 What's New: Twitter launches Super Follows

Saturday, September 4, 2021

Also: Are you using app exchanges to their fullest potential? ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

Growth Bite: Put a strong guarantee behind your product to increase sales

Thursday, September 2, 2021

Money-back guarantees have been around for a long time, and for good reason. Reduce risk for potential customers and show them that you stand behind your product by offering a 100% satisfaction

🗞 What's New: Instagram's new ads

Thursday, September 2, 2021

Also: Consulting is big business. Here are Dru Riley's tips on jumping in. ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

Postdrips, Niirly, FirstDapp, Incept, and Hawksight.co

Saturday, October 23, 2021

Simple one page LinkedIn scheduling tool BetaList BetaList Daily Postdrips Simple one page LinkedIn scheduling tool FirstDapp Easiest place to get access to DeFi indices Niirly Create connections - in

What's 🔥 in Enterprise IT/VC #260

Saturday, October 23, 2021

🙏🏼 5 years of What's 🔥!!! IT Spending 💰 forecasted to grow 📈 at fastest rate in over 10 years! ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

🗞 What's New: Bitcoin hits a record $67K

Saturday, October 23, 2021

Also: Harness the power of "flow state" with these tips! ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌

Wealth, twitter fights, and gen-z

Saturday, October 23, 2021

​ Howdy! ​ Here's a few things I found lately that I think you'll enjoy: 💰 Thoughts on wealth, from Logic: Jordan Harbinger interviewed Logic (the rapper) on his podcast. Logic grew up poor,

The Trump SPAC frenzy, Tesla rides to a new high, and how new surveillance technology is reshaping U.S. neighborhoods

Saturday, October 23, 2021

View in browser October 22, 2021 Hello! As promised, we finally have an event site for our get-together next month with the full agenda and all the other deets you'll need. (Better late than never,

10words: Top picks from this week

Friday, October 22, 2021

10words.io Discover new apps and startups in 10 words or less Zuitte: Your Business, In One App™ To The Moon+: Making E-Commerce Apps work as play Mindleap: Mindleap brings advanced mental health

Bootstrapped Founder #107: Too Little, Too Much: Advice and How to Take It

Friday, October 22, 2021

​ The Bootstrapped Founder Logo ​ ​ Dear founder, "For even the very wise cannot see all ends." ― Gandalf, JRR Tolkien, The Fellowship of the Ring Whenever people talk about advice, they

Creating a successful podcast with Jane Portman

Friday, October 22, 2021

This week's episode of the Bootstrapped podcast is ready for you. Hi Bootstrappers, Today's episode of Bootstrapped continues the mini-season of interviews, while my co-host recovers from a

Small Business, Big Lessons: A new podcast by Buffer 🎧

Friday, October 22, 2021

Go behind the scenes with inspirational small businesses who are truly driving innovation and redefining how work happens. ‌ ‌ ‌ Image Happy Friday 👋 Yesterday, we launched a new podcast Small Business

Snap slips, Adam Neumann resurfaces. and how many users does Facebook have? The company isn't so sure

Friday, October 22, 2021

View in browser October 21, 2021 Hello! One quick mention before we finally put together an actual event website: We are *thrilled* about two more guests who are joining us Thursday evening, November