I would tell these companies to be careful, because the consumer is not stupid
Posted: Thu Dec 26, 2024 6:27 am
They talk, but they don't listen. They don't reply to comments . But they keep updating their profile with news and more news (again, offers, self-promotion news or copy/paste news from other media outlets in the sector).
They censor (respectful) criticism from their customers (complaints about their product, after-sales service, etc.).
Some companies do respond to complaints that their customers write on the company wall. But they are just dodging the issue to save their good reputation . The people who manage the Facebook account bc data hong kong have no real decision-making power. The necessary communication with the Customer Service Department has not been established, because the Management has not planned its incursion into Social Media in this way. They are going to sell, to advertise and not to solve their customers' problems.
Some people create a profile in a moment of entrepreneurial enthusiasm, but abandon it after a few months . The profile accumulates complaints and all kinds of comments, but it remains as if it were an abandoned, dilapidated office.
So what should be done? I think it's great that companies want to sell more with Social Media Marketing (who doesn't want to sell more?). But companies must adapt to the medium to achieve their goals, and not the other way around . They must therefore comply with the rules of the game . And the rules were already in place before they arrived: transparency, authentic dialogue, win-win... Rules written or not, but which we all know and which have a lot of common sense.
The company, therefore, must design a strategy in line with its objectives and with the rules of social media, seeking that win-win (company-customer) . In addition, doing so will ultimately result in more sales and greater customer loyalty. Companies that pamper their customers end up having brand evangelists, much more than customers. Apostles. Because we are grateful. Because we like to share what is good.
They censor (respectful) criticism from their customers (complaints about their product, after-sales service, etc.).
Some companies do respond to complaints that their customers write on the company wall. But they are just dodging the issue to save their good reputation . The people who manage the Facebook account bc data hong kong have no real decision-making power. The necessary communication with the Customer Service Department has not been established, because the Management has not planned its incursion into Social Media in this way. They are going to sell, to advertise and not to solve their customers' problems.
Some people create a profile in a moment of entrepreneurial enthusiasm, but abandon it after a few months . The profile accumulates complaints and all kinds of comments, but it remains as if it were an abandoned, dilapidated office.
So what should be done? I think it's great that companies want to sell more with Social Media Marketing (who doesn't want to sell more?). But companies must adapt to the medium to achieve their goals, and not the other way around . They must therefore comply with the rules of the game . And the rules were already in place before they arrived: transparency, authentic dialogue, win-win... Rules written or not, but which we all know and which have a lot of common sense.
The company, therefore, must design a strategy in line with its objectives and with the rules of social media, seeking that win-win (company-customer) . In addition, doing so will ultimately result in more sales and greater customer loyalty. Companies that pamper their customers end up having brand evangelists, much more than customers. Apostles. Because we are grateful. Because we like to share what is good.