Comments on: The Benefits of Hearing the Bad Stuff http://www.2amtheatre.com/2010/03/03/the-benefits-of-hearing-the-bad-stuff/ thinking outside the black box... Thu, 09 Sep 2010 02:27:00 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Sterling Lynch http://www.2amtheatre.com/2010/03/03/the-benefits-of-hearing-the-bad-stuff/comment-page-1/#comment-78 Sterling Lynch Tue, 16 Mar 2010 21:04:53 +0000 http://www.2amtheatre.com/?p=234#comment-78 Nice work, Nancy! Nice work, Nancy!

]]> By: TrishaMead http://www.2amtheatre.com/2010/03/03/the-benefits-of-hearing-the-bad-stuff/comment-page-1/#comment-60 TrishaMead Sat, 06 Mar 2010 05:20:36 +0000 http://www.2amtheatre.com/?p=234#comment-60 I love the follow through of this approach you've described, Nancy. Its what social media does best right? Not a megaphone, a listening device.<br><br>I'd love to hear if the gentleman comments publicly about his NEW experience with your theater. (ie- if engagement inspires advocacy in his case). Keep us posted! I love the follow through of this approach you've described, Nancy. Its what social media does best right? Not a megaphone, a listening device.

I'd love to hear if the gentleman comments publicly about his NEW experience with your theater. (ie- if engagement inspires advocacy in his case). Keep us posted!

]]> By: Dave Charest http://www.2amtheatre.com/2010/03/03/the-benefits-of-hearing-the-bad-stuff/comment-page-1/#comment-53 Dave Charest Thu, 04 Mar 2010 08:06:44 +0000 http://www.2amtheatre.com/?p=234#comment-53 Once again Trisha you're right on with this. <br><br>As Nancy points out, if someone takes the time to complain it's because they're interested. <br><br>What's also nice to take away from this is how your fans will come to your defense as well. <br><br>Bravo. <br><br>Dave Once again Trisha you're right on with this.

As Nancy points out, if someone takes the time to complain it's because they're interested.

What's also nice to take away from this is how your fans will come to your defense as well.

Bravo.

Dave

]]> By: nancykenny http://www.2amtheatre.com/2010/03/03/the-benefits-of-hearing-the-bad-stuff/comment-page-1/#comment-52 nancykenny Thu, 04 Mar 2010 04:33:12 +0000 http://www.2amtheatre.com/?p=234#comment-52 One of the best pieces of advice I've ever heard: If someone takes the time to complain about your protect, it's because they are interested in it.<br><br>I've been boasting lately about this social media "coup" I had recently. I've set up my theatre company's entire sm campaign and two days ago it paid off. Someone retweeted an article by a local theatre critic on season programming that mentioned us. Someone else saw that tweet and mentioned how they used to subscribe to this company, but saw one show (which he named and I realized took place 7 years ago), hated it and never came back. Since I've been tracking the company name in tweets, I msg'd him publicly and told him we would like to offer him to complimentary tickets to our next performance. He was thrilled and never thought "whining," as he called it, would lead to anything good.<br><br>This is the future of customer service, people. One of the best pieces of advice I've ever heard: If someone takes the time to complain about your protect, it's because they are interested in it.

I've been boasting lately about this social media “coup” I had recently. I've set up my theatre company's entire sm campaign and two days ago it paid off. Someone retweeted an article by a local theatre critic on season programming that mentioned us. Someone else saw that tweet and mentioned how they used to subscribe to this company, but saw one show (which he named and I realized took place 7 years ago), hated it and never came back. Since I've been tracking the company name in tweets, I msg'd him publicly and told him we would like to offer him to complimentary tickets to our next performance. He was thrilled and never thought “whining,” as he called it, would lead to anything good.

This is the future of customer service, people.

]]> By: Tom http://www.2amtheatre.com/2010/03/03/the-benefits-of-hearing-the-bad-stuff/comment-page-1/#comment-51 Tom Thu, 04 Mar 2010 04:10:03 +0000 http://www.2amtheatre.com/?p=234#comment-51 Great post. The part about how if they have something bad to say they're already saying it is true. If you prevent people from complaining in your forum, they will go complain in some other forum, where you (probably) have less opportunity to engage. <br><br>To expand a bit on your point #1, beyond just creating a feeling of trustworthiness, transparency makes your site a more desirable place to visit. Because people feel they will be heard, they're more likely to want to take the time to contribute. By allowing negative comments you'll get more comments, both good and bad. Having more comments makes the site more interesting to read, so you attract more readers. Great post. The part about how if they have something bad to say they're already saying it is true. If you prevent people from complaining in your forum, they will go complain in some other forum, where you (probably) have less opportunity to engage.

To expand a bit on your point #1, beyond just creating a feeling of trustworthiness, transparency makes your site a more desirable place to visit. Because people feel they will be heard, they're more likely to want to take the time to contribute. By allowing negative comments you'll get more comments, both good and bad. Having more comments makes the site more interesting to read, so you attract more readers.

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