Take off your “work hat” for a moment.
Let’s pretend you’re having a routine physical at your local medical clinic. The day has come, so you drive to the clinic, follow all of the instructions you’re given, and proceed with the appointment.
Unfortunately, you had to wait an extra 30 minutes and when you finally got in, you felt rushed by the staff at the clinic. Your doctor was pleasant, but rushed, and the billing situation afterwards left a lot to be desired.
And then? You do it. You let your entire social media following know just how disappointing your experience was. From Facebook to Twitter, your message knows no bounds. Oh, and like many savvy social media users, you were sure to name the clinic and tag them in all of your posts too.
You wouldn’t be alone. These days when someone has a poor experience with a brand or organization, the first thing they fire up is their smartphone.