Customer service and referrals are no longer an issue that simply needs to be addressed and addressed at the point of sale. For several years now, social networks have become the channel where, in more than one sense, the attention and shopping experience received by consumers is evaluated, a situation that can play for or against brands. A recent complaint around Walmart has exposed this issue.
A few hours ago, from her official Twitter account, Ana Laura Analís, host of the Morning Newscast on Multimedios TV, decided to share and decided to share with her followers a bad experience with Walmart’s home delivery service.
In this way, from her profile, Analís indicated: “At some point I thought that the home service of @WalmartMexico it was the one that worked best. Today, they do not even answer calls due to errors in the orders. FATAL! Think better about other alternatives, surely whoever takes advantage of these windows of opportunity will open up ”.
As expected, the comment received feedback from various users, where the brand’s response jumped at first sight.
Hello Ana, we are very sorry to read this situation. We invite you to send us a DM with all the details of your purchase. We will be happy to follow up. We are on your diposition.
– walmartmexico (@WalmartMexico) August 24, 2021
Faced with the complaint, from its official Twitter account, Walmart Mexico responded: “Hello Ana, we are very sorry to read this situation. We invite you to send us a DM with all the details of your purchase. We will be happy to follow up. We are on your diposition”.
Although the response of the brand was almost immediate, the truth is that this matter generated annoyance among some users, who assured that the brand would give adequate follow-up to this case just because it is a public figure.
Hi Gerardo, please tell us more details about what happened. We are here to support you.
– walmartmexico (@WalmartMexico) August 24, 2021
It reminds me of @JesusMartinMx if the one of @heraldodemexico when he complained about @WalmartMexico @WalmartMXyCAM that in his rosca de reyes many dolls came out and as retribution for the damage he asked.
5 years of threads at no cost.
The power of having a 🎤🎤🎧🎧– (parody) Chuchín chuchorroMx, INFODEMIA (@ Santiag80752072) August 24, 2021
In addition to these complaints around Walmart and after the driver’s statement about “windows of opportunity” that other seas could take advantage of, some more users began to echo their positive experiences where some firms such as Soriana, Rappi or Chedraui they got positive feedback around their home ordering services.
Beyond giving the reason to some of the positions placed in this discussion, the only thing that is clear is the important role that social networks play right now in the construction of reputation, an aspect that although it is not new, in recent times it has gained special relevance.
Let us remember that, according to data published by Statista, the opinion of people about the company is the main factor (94 percent) that contributes or affects the reputation of a company, even above the recognition obtained (88 percent) or advertising (86 percent), a situation that takes on other dimensions if we consider that 70 percent of people say that when making their purchase decisions, the reputation of the company that supports one is a fundamental aspect that, even, it has a greater value than the characteristics of the product itself.
Under this understanding, building a solid reputation for a brand today means more than being recognized in the market for certain particular attributes; Managing public opinion through spaces such as social networks is a crucial aspect, where a point that should not be forgotten is that in these channels, any content published, regardless of its age.
I have asked the whole pandemic to @SorianaShop And always super kind, sometimes they even tell me that if I’m not going to order something, if there isn’t, they call me to change it or the brand or size. And even to see if I don’t need something else. But I think it varies from branch to branch
– AleGO (@ale_gomas) August 24, 2021
Thank you very much for your preference, Felipe! 😃 We are very happy to read that our service is to your liking. We will continue working to offer you the best service every day,
– Chedraui (@Chedrauioficial) August 24, 2021