There are a lot of things I love about Facebook: I can reconnect with long-lost friends, stay up to date on what’s happening in my current friends’ lives, and waste hours not really doing anything truly productive. It’s awesome! One thing that always intrigues me is the fact that some companies receive nothing but love from their customers on their walls, while others only receive complaints and grumbles.
If you’ve never noticed this before, then I’ve come prepared with some examples. We’ll start with the Negative Nellies out there, so we can end on a positive note!
I don’t know why this company (which is a favorite among my fellow QLP Blog Squad members and myself) faces so much hate on their page. Here are two examples. The first one asks if their customers are ready for the Black Friday deals to start at midnight on Thanksgiving. Obviously from this clipping, some are excited while others were less than thrilled:
This next example proves that even if you think it’s a good idea to not allow customers to post on your page, they will make their voices heard. The question posed regards how far people would travel to get to a Target, but that’s not what some customers wanted to discuss:
The Children’s Place
After asking my Facebook friends if they’ve ever come across a company that has a lot of “hate” on their wall from customers, a friend immediately suggested the children’s clothing retailer, The Children’s Place. They have a little over 1 million fans, but a very poor response time to questions or concerns (in my opinion). In this first example a shopper is disappointed in the discounts they give away, but no one except other shoppers address the frustration:
The second example shows another customer actually suggesting another competitor for one shopper’s frustration. This not only makes The Children’s Place look like they don’t care what happens on their Facebook wall, but it also makes Lands End look pretty good if customers are suggesting them over another company.
Another company that I was shocked to include in this list was Starbucks, not only because they do have some haters from time to time, but also because of their lack of a social media voice. They don’t seem to have a designated social media person to respond to questions, but rather their fans act as a “community” to answer individuals’ posts.
This shocked me given the size and revenue of their company. You’d think that Starbucks could have 3 or 4 people constantly looking at what their fans are saying and responding accordingly…
Okay, enough with the negativity. Let’s see the love on Facebook!
Potbelly Sandwich Works
This example is one of many that I saw on this popular sandwich company’s Facebook page. Just short and sweet and I’m sure makes their page administrator happy to see:
The next example shows that their social media coordinator quickly replies to what their fans are saying about new product offerings:
Having someone dedicated solely to your social media presence will pay off, because questions, concerns, and compliments can be responded back to in a timely manner instead of sitting on your page unanswered. This not only lets you customers know that you’re listening, but you also genuinely care about what they’re saying.
I’m not a regular shopper at Nordstrom, or even their more affordable outlet, Nordstroms’ Rack. However, I’m so happy to see that their page administrators care about their customers’ issues and respond back in a timely manner with a working solution:
What I loved about this example is how the customer responded back to the Nordstrom social media administrator. They weren’t upset or angry, but instead made it known that this company does everything that they can to ensure the best customer service possible. Another example which shows how timely they are in responding to issues:
In the second example, you again see how responsive they are to customer issues and how the customer is so thankful. I loved their last comment, “This is the reason why I love Nordstrom!” Warm, fuzzy compliments like that always make me feel awesome, so I can only imagine that Lily (the social media administrator) also felt good reading it.
The exact reasons why people either leave hate or love on a company’s Facebook wall deserves a more in-depth analysis by a professional sociologist or psychologist. I can only tell you that what Target, The Children’s Place, and Starbucks are missing is a (or several) dedicated social media administrators to have more of a presence on their pages. Customers sometimes become frustrated and if there isn’t some forum where they can get their questions answered, then pretty soon they’ll go to great lengths to have their concerns addressed or shop elsewhere.
Have you ever come across any other brands on Facebook that see a lot of love or hate on their walls or comment sections? Does it change your opinion at all about the company? Sound off below!