I think that AT &Ts approach of answering negative comments is the most successful way regulate company pages. By simply removing negative comments, like BP, you never address the issues of your company. You simply ignore them. The same is true if you limit a user's ability to post. These last two regulating methods basically presume to understand the minds of consumers instead of letting the consumers speak for themselves.
The benefits of intervening include recognizing problems with your products and services, showing concern for the consumer, and attempting to ratify the situation. The downfalls include possibly losing business from consumers wanting different answers or wanting no answers in response. If the right tone is not used, the message can come across as scripted and cold.
The benefits of interrupting include allowing companies to remove offensive or vulgar language. By not removing offensive comments, other consumers' business could be lost. The downfalls include consumers feeling ignored or their voices unheard.
No comments:
Post a Comment