Hint to social media people, especially those working for +Walmart. Never censor your customers. It just pisses them off more and makes it more likely your brand damage will spread to places you don't control.
When I worked at Microsoft I fought this kind of stuff successfully a few times. It's always better to engage your customers on your own turf. It's amazing how badly Walmart is reacting here. They could have just dealt with the claim in their comments and called Thomas and his family.
I'm so lucky to work for an employer who gets customer service that cares about how to learn from an angry customer. The angry ones are the ones who help us improve. Too bad so many companies don't get that.
And, yes, this makes me far less likely to go into Walmart in the future.
When I worked at Microsoft I fought this kind of stuff successfully a few times. It's always better to engage your customers on your own turf. It's amazing how badly Walmart is reacting here. They could have just dealt with the claim in their comments and called Thomas and his family.
I'm so lucky to work for an employer who gets customer service that cares about how to learn from an angry customer. The angry ones are the ones who help us improve. Too bad so many companies don't get that.
And, yes, this makes me far less likely to go into Walmart in the future.
+Walmart Censors My 2nd Post Asking Why They Censored My 1st Post About my Wife Being Mugged in Front of Their Oakland Store
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- +Vodafone Australia take note, you're also guilty of thisAug 21, 2012
- Bomb Walmart's Facebook page with the link, if you've got a FB page. I am. They're indeed censoring it.
They can censor little ol' me within a few minutes. I wonder how fast they can censor all of us?Aug 21, 2012 - +Walmart is lying. They have been censoring the same post all day long, and it's not had profanity. Here's a verbatim copy of what I've been posting:
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I can keep posting this all day. You can only censor it so fast from one person.
How fast can you censor thousands?
Come on, Walmart. Enough with the censorship. Explain yourselves, please. Why did you censor Hawk's posts? Why are you censoring mine?
And exactly how well do you think the censorship will work?
(EDIT: Let's keep a running count. This is the third time this link has been posted with a request for explanation. How many can we get to before Walmart decides to either man up and respond, or simply start banning profiles and making it worse?)
http://thomashawk.com/2012/08/walmart-censors-my-2nd-post-asking-why-they-censored-my-1st-post-about-my-wife-being-mugged-in-front-of-their-oakland-store.html
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Not one single curse word, +Walmart. You're lying.Aug 21, 2012 - Now +Walmart is just banning folks from their Facebook page. I feel like writing an article about that.
Thanks for the headsup, +Thomas Hawk and +Robert Scoble.Aug 21, 2012 - +Brian Paone I'd read that article...Aug 21, 2012
- +Brian Paone has lost his lid and gone ape crazy.Aug 21, 2012