What you say is what you shall reap
The mistakes that brands and agencies make on social media have been talked about a lot. The problem here is not that agencies or brands lack something like a structure to deal with such mistakes; it is more to do with knowing what needs to be done in some unforeseen and undesired situations.
Social media is a place where the brands and services are most exposed to both appreciation and flak alike. The last thing one can do on social media is to remove negative comments on their pages and especially if you are a brand like Starbucks and have disgruntled customers talking about you. If there was a faulty service or a product, the best thing is to accept and promise to resolve. The agency executive or the social media manager may not know the exact reply but is there any person on the client side who may know it? It could be someone from the customer care team or the legal team or any other team who may be equipped to resolve the query in the most appropriate manner. We at our agency have created a simple process to seek the answers from the right people before going out there and replying! The key to resolving such issues is patience and the right intent.
All that is wrong with Arvind Kejriwal
I had written in December about the power of common man and had very categorically mentioned that this isn’t about Kejriwal. This was the rise of the common man. And 60 days from then, I am sad to say I was right.
It wasn’t only because this was very different that all governments we had seen before. It was partly because of their lack of governance experience. It was partly because of their reliance on other parties in formulating the government.
Lets look more deeply to see what is actually wrong (For the purposes of this I will assume that Kejriwal has the right intentions and is looking for positive changes).
The entire government machinery works through 4 pillars – elected representatives who create laws (ministers), bureaucrats who run the system using those laws (government department), police who identifies anomalies (law and order) and judiciary who reprimands the anomalies. My fundamental problem with Kejriwal is that he has convinced all of us and still maintains that all 4 in this country are corrupt. By no means am I saying this inference is wrong. But that can only work if you remain an activity forever and continue to challenge the system.Continue Reading