Facebook PR For Every Brand?
Imagine being able to complain to Old
Slavery Navy about how their “end of the season flip flops” ended soon after you bought them, or having the opportunity to affect how a brand addresses their customers. . . pretty crazy, huh? It’s no mystery that most companies have a Facebook page, and we’ve all embraced the ability to “like” whichever brand we choose. So why not use these channels to call out these brands when they are doing a less than stellar performance? Lately, brands like Burberry and Tory Burch have gone separate ways on this subject by interacting with their customers in opposite ways. Apparently, Burberry’s lack of two-way communication has shrunken their ability to fully embrace their patrons, while Tory Burch’s personal approach, which consists of everyday tweets by the founder, and ability to two-way communicate has been met with some criticism, but ultimately created a linear connection between them and their patrons. Does this mean Burberry needs to start communicating more?
But that’s not the main issue for me (or what I think is the main issue). I think it’s great that Burberry and Tory Burch have opened up to the world of Facebook, but how much of a connection do they expect to make siphoning through the
crap loads exorbitant amount of spam that will likely ensue from petty Facebook users? Let’s face it, there are some things that should not change. If you have a serious concern, or personal gripe, you should take it up with that brand head-on. I remember when I was unhappy with a suit I bought from J.Crew (rare occasion) and I wrote them about it. They responded, apologized, and offered to help me find something I liked. I didn’t need to use Facebook or any other social media platform to make my voice heard, and perhaps neither do you.
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Assistant Managing Editor.