Likewise, fans of the cosmetic brand Urban Decay slammed the company on its Facebook page.
Facebook, as social media managers know intimately, is a pubic sounding board for grievances. An event can trigger a run on a Facebook page, in which angry customers cover a brand’s wall with vitriolic comments. Some companies climb into their shells, others go with the nuclear option and turn off comments on their page; the smart companies respond—and they’re guided by a social media policy.
According to a new study by Socialbakers, brands in the telecommunications industry are the most savvy at responding to customers on Facebook. Socialbakers, a social media analytics firm, determined the most “socially devoted” industries and companies—in other words, the ones that respond well to customer complaints on Facebook.
Telecom and airline companies were Nos. 1 and 2 on the list of brands.
“Socially Devoted companies communicate openly, actively respond to fans and make sure customers receive a quick answer to feedback or questions,” Socialbakers CEO Jan Rezab said in a press release.