US stores let Facebook complaints go unanswered
U.S. store chains use Facebook pages to reach out to customers, but when customers reach back with complaints, many go unanswered, a new study shows.
Retailers did not respond to 65 percent of complaints and questions on their Facebook pages during a five-day period in September, according to Joshua March, chief executive officer of Conversocial, a firm that helps companies interact with customers on social media.
The results are from a just-completed study called “Who’s Ignoring Their Customers? A Survey of the Largest U.S. Retailers and Their Use of Social Media.”
“A lot of them probably set up these Facebook pages as marketing channels and have not considered them as customer service channels,” March told Reuters.
According to March, some retailers appeared to not monitor their Facebook pages for complaints or concerns at all, while some showed good service. A large group, including Wal-Mart Stores Inc and Macy’s Inc, are somewhere in the middle, he said.
Forty-one percent of the queries that Wal-Mart received on its Facebook page went unanswered, March said, while 35 percent went unanswered on the Macy’s page.
Yet some “missed” complaints or queries might have just been a matter of the retailer dealing individually with the customer, rather than in the public space of the Facebook wall.
“Because complaints often involve credit/customer account or employment matters, our first step is typically to request the complainant email us outside of the social space with details of their issue,” Macy’s spokeswoman Holly Thomas said. “We aim first and foremost to protect our customers’ privacy by handling offline.”
Macy’s is committed to reaching out to all customers who raise a complaint, she added.
But solving the problem “offline” means that people looking at Facebook only see the complaint, not the resolution.
Company Logos Kroger - News
In the company's new logo, a mathematical sign for division separates the bold gray "Rent" from the green "Share." Text on the company's web site simplifies the concept of splitting bills. "They brought out the feeling of what we're trying to do," said
Grocery store operator Kroger Co was one retailer that Conversocial's five-day study showed as not responding to any of the complaints on Facebook. The company is testing different ways of responding to customers at its individual divisions,
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The signs also must be hemmed scrim vinyl and must contain the Shop Farragut logo. New Farragut Business Alliance executive director, Allison Sousa, said the FBA was researching making modifications to the Shop Farragut logo to make it more conducive
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The Art Of Branding – Your Company Logo
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A logo design is essential in establishing a business brand and establishing a lasting impression among its customers. Your logo should create a powerful impact on the viewers and effectively exude the nature and attitude of a business. Ideally, a company logo should certainly be able to communicate your business singularity, principles, mission as well as the nature of products and services offered to the audience.
A professional logo design would generate professional image of your business and strengthen your brand. Actually, in the majority of cases the consumer gets the first impression about the company through its logo. Your company logo should create a brand that is robust enough to give your consumer with a visual imagery of your company. People should have the ability to identify your company from viewing your logo.
Trend shows, the majority of good logos are simple and normally text based. Think the logos Kroger, Dell or Microsoft; even if you view a part of it you will be able to identify the company. It is extremely essential for a logo to be simple and easy to remember.
This principle of simplicity applies in most instances, however, we often see exceptions in Government Organizations, Hotels and Luxury resorts etc. due to the fact they need to show classical exclusive image. This consistently brings us to a very important point that should be considered regarding good logo design – the nature of business.