Critical thinking questions
1. How might a company respond to negative publicity on social networks like Twitter?
2. What other types of products might benefit from the integration of virtual 3D technologies within e-commerce sites?
Negative publicity is never welcome. It’s a cliché people will always give bad comments or feedback for anything we do. Even if a well-known company, the threat is always present in today’s information age. Customers will give bad reviews, badmouth about the brand and even rallying against the brand. Social media marketing has been beneficial to most business nowadays. However the downside of social medial marketing is that we cannot control what people say about our business especially negative feedbacks, but there are several steps that should be taken to neutralize or even turn it on its face to make the situation a positive for the business.
1) Quick response.
Before a mounting amount of negative comments and questions become too overwhelming to handle, address the concerns. This thing should be handled quickly if possible with a simple response such as “How can we help you?” and then take the dialog offline. On Twitter, Direct Message can be use, and on Facebook, the Messages feature to communicate privately with disgruntled customers out of the public eye. Or, in the how-can-I-help response, provide a customer support line for the customer to call.
2) Leave the internet bear alone
Nowadays it is easy for customers to give review about any goods and services they receive. Most customers rely on product review seeking advice from other customers. For example in this case in the social network like Twitter, if unsatisfied customers post their negative reviews, rant and angry about a certain product or services, other customers might believe their review and this again spread negative impact to that product or services. This type of customer is called the internet bear and it must never be poke. This type of...