You bet! of course that depends on how you interaction and converse online. Social media gives firms the opportunity never before access to consumer’s candid feedback and are given the opportunity to shine like never before if done right.
But the ‘problem’ I see is that a significant number of firms still treat the social media as a channel for sales i.e make the next sales. Firms should think beyond that and use social media as a means to better interact with their customers and garner feedback and of course genuine treat feedback as something positive not negative.
But from experience, it seems (having spoken to many firms) is they seem to be concern about one major point – what if something talks bad about me “can i delete that comment” and “why should I get myself in that situation” instead of talking about how I should engage my customers or have a content strategy. They seemed fixated on “negativity”…
For those firms, I always have a standard reply “Social Media did not invent criticism” – firms have always dealt with complains via phone calls etc. So how different is this? Why are firms using this as an “excuse”?
Do firms always cite “online criticism” as something that are really concerned about? I’m keen to hear your thoughts…
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