Yes, you’re right. It’s Walmart! And not just them, most of the big retailers out there have started promoting their “Social Media” presence. Why? Well, I’ll get to that in just a bit.
Like any other person, I’ve got my own stomach to feed. So one fine day, in pursuit of fulfillment, I ended up driving through Burger King. If you didn’t already know (I highly doubt that, but still) they sell the most amazing Whoppers. Coming back to the point, as is the case with any purchase, I got a receipt, part of which looked like the picture on the right.
What is it? It’s a satisfaction survey request asking me – the customer – to call a toll free number and leave a feedback. I would definitely call them if I was:
A very happy customer, or
A very unhappy customer
What if I don’t fall in either of those categories? Wouldn’t you, as a business owner, want to get me to love your product and make me ‘a very happy customer’? I bet you do. So how do you get me to provide you a feedback? And what about getting feedback for other aspects relating to your business, like a new product idea or a new marketing campaign?
The answer is: “Through Social Media.” Social Media helps you build your own online community, measure customer sentiments in hopes to better understand them and improve customer loyalty. Gap recently tried it with its ‘New Logo Design’. And so have a few others. They not only saved a lot of money by getting the feedback upfront, but they also sent out an important message to their customers – “We listen!”
Better customer engagement leads to better feedback and better customer feedback leads to better products and services.
That is the reason why retailers like Walmart are pushing the pedal on their Social Media presence. And that is why you should think about it too.