This column is archived at: https://aardvark.co.nz/daily/2019/1108.shtml
Noel Leeming and The Warehouse are attrociously poor examples of how to use social media like Facebook to promote your brand and demonstrate a commitment to customer service. Their pages do exactly the opposite -- but nobody in those organisations appears to give a damn that they're actually harming the brand and losing sales by effectively advertising high levels of customer dissatisfaction and poor commitment to resolving issues.
By comparison, social-media-savvy companies such as Mighty Ape and Countdown Supermarkets are doing an excellent job of demonstrating that they do care about customer issues and their resolution.
How can NL and TWL get it so wrong and should shareholders be demanding some action?