In The Media Counsel’s consumer report, results from a US social media study show that 86 per cent of retailers have created a Facebook fan page for their product. But their biggest fear is that “people can trash my products in front of large audiences”.
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tom osborne, wag the dog
September 29, 2009
The stat above is interesting, but the fear highlighted much more so. This fear need not (should not) prevent companies from having a social media presence. In fact, negative feedback is an opportunity to convert a customer and demonstrate how open to dialogue a brand really is. Glass half full!
Jim Bonn
September 29, 2009
Lesson: don’t have bad products or poor service however well pointed out Tom; no one’s perfect and sometimes having an open dialogue to solve any customer problems is a great way to build credibility. Especially if that disgruntled customer then comes back and thanks you for the extra service!
Suzanne Kendrick
September 29, 2009
Many of them start with Facebook, but not so many of them continue. Not prepared or aware of what it takes to feed the social media machine. The “community” does not add content, the company has to and learn to do without making it sound like corporate rubbish.