By Bri Briggs | Twitter
Social media platforms have bridged the gap between us. Whether this is a good or a bad thing is up to you to decide. As we all know, news travels fast. Though this may or may not be an advantage for corporations, it has given consumers more power than ever before. It only takes one Tweet, Facebook post, or review to make or break a corporation. However, how you choose to respond to consumer conversations is the real game changer. With social media on our side, transparency is becoming inevitable for corporations like you.
We as consumers are skeptical of the authenticity of corporations. We are looking for values that match our own and are paying attention to the corporate social responsibility being demonstrated. To be favorable in the mind of us consumers, we believe it is vital for corporations to be an O.P.E.N book.
Out of these four pieces of transparency, Navigation is the most vital. How you choose to navigate and respond to our discussions is vital. Below are examples of the good, the bad, and the ugly that can follow depending on how you choose to respond:
FYI: We are concerned about our health and want you to be too.
McDonald’s “Our food, Your Questions” Campaign
FYI: Although we applaud you for attempting to be transparent, lying about what we already know is in your food and how it is prepared doesn’t count. We know what real chicken tastes like…
United Airlines broke the guitar of Dave Carroll and refused to take responsibility. The musician took matters into his own hand and wrote a song to explain his frustration.
FYI: you break it, you buy it. It’s not that hard
As you can see, we as consumers are powerful people. How you choose to respond to us puts your image, product and even your company on the line. We now live in a society where endless information is available at our finger tips; you can’t just turn the page and expect the story to end.
All we want is the truth.