Some brand experts have warned the managements of companies across sectors to treat feedback, especially the negative ones they receive from consumers, with care, as this is capable of affecting their firms’ image.
The Chief Operating Officer, Bright Brands Limited, Mr. Akin Omole, explained that such feedbacks should be seen as a means of improving the
brands.
He said, “I believe negative comments should not be deleted from companies’ social media platforms, as there are no perfect brands anywhere in the world. They should be seen as tools aimed at making a brand improve in whatever product or service it offers.
“It is unethical for any brand to delete negative comments on social media pages. The best approach is to address the comment and move on. When you do that, you have restored consumers’ confidence and earned potential clients’ trust in your brand.”
Similarly, the Marketing Director, Perfect Brands, Mr. Bayo Owoyemi, tasked brands to own up to their mistakes, especially during a social media crisis.
Social Media crisis is a situation whereby a particular post or image has caused an uproar from a firm’s customer. For instance, it might be an insensitive tweet, inappropriate picture or racist advert from the brand.
He said, “When a social media crisis is caused internally, take full responsibility for the issue, even if you’re not the one to blame. Put together a well thought-out public statement, and share it first on the original platform where the problem emanated.
“Avoid hiding or pretence; that nothing happened. Waiting for the crisis to blow over is never an option. If you ignore it, it will likely get worse. Social media can be an asset in a crisis when used correctly.”
