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?