If you are a savvy company, you know how to use Facebook’s features to make sure that your company page stays focused on your products, not customer complaints or distracting fan posts. Well, isn’t Facebook supposed to engage your customers and solicit feedback and isn’t it counter-intuitive to hide posts from fans?
Most companies like J.Crew choose to use the above Facebook setting and keep the focus on their company posts instead of posts by fans or other parties that are not even fans but using the space to advertise their own products/services. It is understandable that companies would want to hide distracting posts that have nothing do to with their company, but if it is a valid issue, should customer feedback be front and center? For example, on the J.Crew Facebook page, there is a tab for “Discussions” where a few customer complaints and suggestions (like shipping and handling) are discussed.
There is nothing wrong with keeping complaints and suggestions neatly off the front page and tucked away under a less visible tab. As long as there is a place for fans to discuss issues and the company keeps it transparent, there is nothing lost. But what about good customer feedback like this:
Would you want to keep this off your front page? Isn’t a happy bride posting a picture of her bridesmaids the best advocate for your brand? It seems this sort of endorsement would be more valuable than anything J.Crew could post on their wall.
Dilemma: Should you keep your Facebook page focused on company posts and hide customer feedback or should you make everything visible, the good and the bad?