re: Is Being Transparent With Customers Overrated?
Thanks for your comments, Deb! I couldn't agree more - companies should embrace the fact that there is a conversation going on about their brand online. They can choose to ignore it, or better yet - choose to participate in that conversation, understand where their customers and consumers are coming from, and address the real issues that may surface from this honest feedback.
I have said many times (and people often thing I'm a bit crazy when I do) that I love receiving negative comments because they're an opportunity to learn and course correct. Negative comments mean the customer still cares - because they took the time to share the feedback. It provides an opportunity to engage with the customer, understand their point of view further, and provide an opportunity to convert them into an advocate. Sometimes the customer just wants to be heard, sometimes there is an opportunity to share more information with the customer or educate them on the product and how it works for them, and sometimes there's an opportunity to make them into a fan, and sometimes none of this works. Regardless of the outcome, the feedback is always, always an opportunity to acknowledge them and thank them for taking the time to share the feedback and let them know you heard them and value them.