So, I was thinking the other day, it is great to see that many companies are starting to use social media, but is it possible to use it in the wrong way? Many companies are asking questions to potential, past or current customers – to find out what exactly they can do better, products that would make sense for customers, etc. Can the company also ask the wrong question?
I read an article earlier today that mentioned how Best Buy was asking the wrong question. Here it is: “What do you think about offering Bestbuy.com in Spanish?” It seems like a simple question, right? Well, many people were offended by this question.
Companies need to have a team together in order to make sure they are asking the right questions and that they are not offending any of their customers. Even the simplest of questions can upset some one. This is a great example of what can happen when you ask the “wrong questions” via social media.
I am interested to see how Best Buy reacts with the negative exposure. Will they use the “wait and see” approach or will they react pretty quickly? We are all waiting to see.
So what do you think? How could they have avoided something like this from happening in the first place? I would love to hear your feedback.
More information on Best Buy’s wrong question on Social Media Today.
