Is this a bad idea?
I looked at a number of facebook pages for some prominent brands, and it looks like they are being used by customers to vent. The brands get sucked in and turn their pages into customer service outlets or help desks. Various departments within large organizations (Corporate Communications, Marketing, Customer Service, Help Desk) need to get aligned on what Social really means for the Brand. Customer service alignment with the rest of the organisation should be a part of the digital marketing strategy to avoid getting into a food fight with your consumers.
I think brands should realize that social is a less formal way of communicating and stock customer service replies simply aggravate consumers even more.
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