Issue 4- Intervension?

For years companies have been getting complaints and praise about their services/products. The only difference today is that they are doing it on a public forum that a billion people have easy access to. I think that some companies such as Disney, companies whose main audience is children, need to filter the comments they get, for obvious reasons. In my opinion, AT&T allowing customers to post on their wall, and responding in a professional manor, portrays the confidence the company has in its service and products. I agree that if customers have something to say and feel strong enough about it, it will be said. BP seems ridiculous in trying to limit the amount of criticism on their Facebook page; people now have groups dedicated to the demise of BP. Stopping negative publicity is a waste of time. Companies should listen to criticisms and actually take actions to improve. Microsoft’s entire advertising campaign for ‘Windows 7’ focused around different people, from all over the World, explaining how ‘Windows 7’ was their idea. It makes customers feel companies are interested in them, their wants and their needs. Just because a consumer had a negative experience or is not your customer now, does not mean you can’t change their mind.