IMHO, I am your customer, if I can't get what I need from you, even if I don't know what it is, you will lose me.   If I don't like the way your social media works for me, I won't continue to engage.                                                                                       

You will lose me, my revenue, my loyalty, my endorsement, my future business.

It's just that simple.

Recently, I went to the Quaker Oats web site to get my favorite recipe for Vanishing Oatmeal Cookies - I used to get the recipe straight from the underneath side of the lid, but since I use organic oats now, I just look it up on line. Now however, there are TWO different recipes with the same name appeared, both titled 'Vanishing Oatmeal Raisin Cookies." Do you know how many times I have given away MY SECRET RECIPE by simply saying, "Google 'Quaker Oats Vanishing Cookies'"  Hundreds of times.  (Then I say: use golden raisins, double the vanilla, add the optional salt, add walnuts or pecans, and then throw in something interesting like dried cranberries and dark chocolate chips instead of the raisins, or toffee pieces, or... well, you get the idea.) But it all starts with sending hundreds of people to a web site to get conflicting information which shouldn't be there.

So, now I don't do that because of the recipe title snafu.  More importantly, when I tried to let Kraft / Quaker Oats know the error, I have to sign-up for the site; which I do because this is a Social Media Peer Group that I can live with.  Then I try to post my recipe - it never shows up, then I try to provide feedback and I'm stymied. 

They lost me at Hello.