Everyone talks about Social Media, as it has penetrated every aspect of our lives and changed the way we communicate with each other.
A brand is a business’s livelihood and customer are the medium to earn that livelihood. If your customer service or brand reputation is lesser, then no matter how close minded a business owner you are, if your customer is not happy with you then his/her frustration will give pressure on your business to service customer properly. Unhappy customers can take you down the road from where you have started, so when it comes to consumers' sentiments, then specific complaints are equally declarative. A bad feedback on the social media can damage your brand reputation, so it's important to create a positive reputation among your customers.
Let’s say that a company should not lie to their customers and if the customers are being lied to by the company, they will tell each other about your poor service, which will create a bad impression for your company. Take the example of Flipkart's recent case, where they followed an impression on social media over the much-hyped flash sale and stated to sell a wide variety of products that started at 8am with some limited time, limited stock and partner offers with good discounts but resulted into disappointed customers as they got no email or SMS confirmation for order placed, sadly inadequate stock leading to order cancellations. In some cases, prices being raised up before they were discounted, which resulted in complaints of experiencing continual website outages.
Sachin Bansal, the CEO of Flipkart, has also apologized to the customers for the slip-ups during Flipkart's flash sale, which ended into customers' disappointment with the company's preparation for the sales event and he makes sure that it will not happen again in future. They should take proper steps to reduce the high impact of the failure and should gain their reputation back.
This shows that Social Media can make or break your company's reputation, as today's customers have the power of social media, hence make them HAPPY.