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The measure has become an interesting case of how complaints about service have been triggered in retail.
Retail and brands such as Walmart, key in this industry, play a key role in the market, due to the impact it achieves in sizing challenges in customer service.
Given these bets, a tremendously important aspect to consider is the one that has to do with the opportunity that brands like Walmart have to respond to these cases.
Walmart is today one of the most powerful brands in the retail market and the size of its business, only in Mexico, crowds the complaints against the store, as can be seen on social networks, where now the complaints, to accuse the operator in Mexico, before the corporation in the United States, just as a consumer did with his complaint.
The occurrence is a case of how consumers streamline their complaints for poor service and the role of social networks to achieve that you are complaints they do not remain in simple publications, on the contrary, they are resolved in the shortest possible time.
Within the message that AH posted on his Twitter account, he explained to Walmart Internationalthat the chain of stores in Mexico has done nothing to resolve his complaint, after he placed an order and one of the products was delivered broken.
@WalmartInc
I need your help please.
Since @WalmartMexico is doing nothing to fix the issue.
They sent me rotten milk with my order.
I have been asking then for more than a week and they are still doing nothing.
Can you please advise?@PowerAG_Zap @JardinesdlValle @ENZAPOPAN__ pic.twitter.com/lrKE01Rnak— AH (@aheredia99) April 10, 2022
Given the audacity that there is in time, to be able to have answers as soon as possible, in the face of complaints about poor service, the challenge has been solved in a very simple way by great personalities such as Ricardo Salinas, owner of very popular brands in Mexico such as Elektra, Total Play and Italika.
These companies are real red flags for complaints because they base their business on the sale of products and the effects of a poorly delivered product.bad sales experience, in short, the challenge is enormous and not only that, definitive to understand the market in the current situation.
Despite the volume, Salinas has implemented a curious content strategy that is to intervene in these complaints and give direct orders through platforms such as Twitter, so that they are attended to and thereby generate greater attention to their consumers.
If it can, then what’s wrong?
The case of Ricardo Salinas intervening in complaints of bad services or products against his brands within social networks, so that the complaints are resolved, seems to demonstrate the challenge that there is in the market, to be able to innovate in this and not only this, define activities that seem crucial today.
Given this opportunity, what ends up being a great element of work is understanding the brand capacity that companies have, but when the after-sales challenge arrives.
Up to now, the processes are, in marketing, most of them focused on everything that leads to a sale, but once the cash register closes, brands and entities seem to forget that the link with the consumer continues and has to be resolved. or cared for, as the case may be.
For Salinas it has been easy to be able to respond to incidents such as a complaint on networks for poor service. What stops brands from becoming more involved in these activities?
Although many companies have hierarchized work areas and it seems impossible for their directors to even imagine posting something on their social network accounts related to their work in these large corporations, it seems that the consumer is getting used to companies whose internal organization is linear and with this there is a greater interaction with other collaborators of these companies, not only with the CM or the brand’s bot.