How businesses can earn trust in the age of social

Social media has enabled many businesses to generate awareness.

While a business may focus on generating awareness, one should never forget that social media is a two way road.

Any customer who is upset with products or services of a brand can go online and share his thoughts.

So, how can businesses maintain their image on social media irrespective of customer experience?

To answer this question, I will share my personal experience.

I placed an order for a laptop online. Since, I wanted customisation, I had to order it directly from the manufacturer’s website.

Due to COVID-19 and India-China relationship, the supply chains were not working at their regular capacity.

I also kept visiting the manufacturer’s website regularly for updates on further delays.

After a few weeks, I saw the manufacturer’s sponsored post on LinkedIn.

I knew the current pain points and decided to share my concerns through a comment.

So, I went ahead and shared a comment to know if there are further delays due to COVID-19 and India-China relationship.

I did not mention my order number or expressed my disappointment due to the delays and shared my comment as a general question.

After few hours, my comment was deleted.

I have written many blogs professionally on tips for businesses to earn trust online in the past and the most important trust-building elements are transparency and online reviews.

By simply deleting the comment, that brand lost a major opportunity.

If they replied, what might have happened?

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