If you were the president of a retail organization, would you be fearful or appreciative of receiving
If you were the president of a retail organization, would you be fearful or appreciative of receiving complaints via social media applications? Describe what actions you would take with customer-community feedback and comments.
Evidence supporting the argument that an individual may be appreciative of the online complaints are:
As online complaints help the company to improve their product quality and services, the individual may find online complaints effective and appreciative.
The individual may find the online complaints appreciative as it helps the company in addressing the concerns of the customers quickly.
Evidence supporting the argument that an individual may be afraid of the online complaints are:
An individual may be afraid as a high number of online complaints may affect the image of the company publicly.
An individual may be afraid as a high number of online complaints may restrict new buyers to buy the company's products and it may also affect the existing customer base of the company and lower down the profits.
The individual may take the following steps based on the comments and feedback received from the customers:
By considering the feedbacks of the customers, top executives may ask for an apology from the customer on a public platform for the inconvenience caused. This step would enhance the image of the company in the eyes of customers as they would feel valued and heard. The company can also make improvements in the quality of the commodities and services to serve the need of the customers in a better way.
The company may also try to analyze the received comments in a more detailed manner and ask its employees to avoid such errors in the future to enhance the customer experience with the company. The employees can be trained on how to reduce the errors faced by the customers in the quality of their products and services.
The two sides of the arguments may arise:
An individual may be appreciative of the online complaints because it will help the company in understanding the needs of the customers in a better way.
An individual may be afraid of online complaints as public criticism may affect the existing customer base of the company.
Based on the feedback, the individual may take the following steps:
The individual may apologize to the customers for the difficulty faced by the customers because of the product or service issue.
The individual may try to eliminate those errors in the future by ordering and guiding their employees to minimize such mistakes in the future.