Social Media Network: Wal-Mart - Case Study Example

Social Media Network Affiliation Social Media Network Social Media Monitoring The Chosen Fortune 500 Company is Wal-Mart. The Monitoring Social Media is Facebook: http://www.facebook.com/pages/Wal-mart/230832516804 Wal-Mart is the biggest chain store in the world and thus generates a lot of discussions from both the consumer and competitors bodies. Curiosity drives an evaluation of perceived opinion about the giant retail store as evidenced by the comments over time on their profile on facebook. The interest of this evaluation is however restricted to the level of trust customers hold with regards to Wal-Mart. The topics circled to address customer trust issues are wide ranging from the employees, product launch and customer service. However, the core problem identified is the customer care and after sales services as highlighted by the selected posts below. The negative perception by customers makes one wonder why Wal-Mart is still the largest retail chain in the world. A key profit determinant would be improvement in the public relationship area for it would multiply their current earnings based on the obviously large number of dissatisfied customers which must be the fraction enjoyed by its competitors. No. Date Feedback 1 12th 04/2012 Webersouza Flamengo: Always admired Wal-Mart till it came to Brazil and got hired. Disappointed because it segregates customers and employees according to its own preference. He was fired. 2 11th 04/2012 Kimberly Smith Higashi: Wal-Mart had a grand opening in San Jose L.A and totally forgot it’s all about customers who were neglected and felt disappointed for attention was reserved to Wal-Mart executives and Employees. 3 11th 04/2012 Sandy H. Parker: Disappointed by Wal-Mart Online order services because her order was delayed and moved to a later delivery date and the customer care did not have courtesy to inform her. 4 10th 04/2012 Ben R. Dazzle: He claims Wal-Mart is the worst thing to ever happen in USA because it uses child labor from immigrants as well as chokes down small family retail businesses. 5 9th 04/2012 The worst store to buy a computer: Wal-Mart only cares before it gets your money then changes. Their goods do not reflect the warranties thus when defective, consumers end up suffering. Wal-Mart does not investigate the sources of its products. The above 5 posts represent a summary of 30 posts evaluated from the start of March this year to the current day. The main issues of concern can be diagrammatically represented in a pie chart as follows. The leading was dissatisfied customers from poor after sales services which included purchase of faulty products that were not accepted back in exchange by warranties and guarantees. The employees were not effective in advising the customers on how to service and maintain some of the purchased products. No one really cared after money was exchanged for a product reason being they had many more people to serve. Poor customer care was also an issue especially with regards to low effectiveness and efficiency in the customer service department. Delays and inconveniences highlighted this segment, many a times causing embarrassment to the customers. Majority vowed never to come back in these incidences. Misplaced marketing vision is best defined at new outlet launches where the attention seemed to be given to the executives and staff members thus making consumers feeling unwanted. The store also pays more attention in marketing themselves rather than what they offer to the consumers. Adverts should show a substantial content of what brings people into the stores; the products and services, rather than magnificent buildings and smiling employees. Weak employment policies refers to the child labor issues with focus on foreigners, low pay packages to employees, poor working conditions which make employees tired and thus impacting on customer interactions in a negative way. It is evident from the site that Wal-Mart has done little to explore social media options as well as collect electronic intelligence. It is weird that not even one official has taken time to respond to heavy criticism made on these site. It might not be created by Wal-Mart but they sure have insurable interests here. At least Wal-Mart must have officials who can surf the internet and pick feedback. This is important because creating satisfaction to a disappointed customer who previously criticized the outlet can generate more positive blogs and posts. These in turn act as guides to potential customers and can attract a million people within a short time. 2. Social Media Press Release Wal-Mart: After Sales Service For immediate Release April 13, 2012 Contact: John and Mary- (206)666-4321 Wal-Mart: After Sales Service Consumer Awareness Week Across All Branches, All Nations and All People www.WalMartProductsandServices.com C.A.W! The controversy surrounding our Customer Service in terms of after sales service is about to be demystified as part of Wal-Mart’s Consumer Awareness Week and all efforts will be aimed at reinstating the negative perceptions as portrayed to our present and former beloved customers. The major event starts on April 13th, 2012 and will run for a week with special attention given to randomly chosen social media users who happen to have aired their unresolved grievances within the year. The grand opening happens at all Wal-Mart outlets and the public will be actively involved in the proceedings. Prices will be awarded to members of the public who will participate in a special session meant to come up with the best solutions in mending the miscommunication between the customer and Wal-Mart employees. This will immediately be followed by a talk from various suppliers of products to Wal-Mart outlets, with emphasis on warranties and guarantee policies. The week is meant to enlighten the public on the right channels to follow as well as the waiting periods for effective product replacement after detection of defects. This event is free for all and no reservations are necessary. More information can be accessed online at: http: //customerawarenessweek.wal-mart.com/event/wm_activity.jsp?event_KEY=4321 Who: Everyone! What: Wal-Mart: Customer Awareness Week Where: All Wal-Mart Outlets When: Friday 13th, 2012 till Friday 20th 2012 ### 3. Blog Post Wal-Mart’s U.S. Grocery Business Wal-Mart collaborates With Major Food Companies to Fight Hunger this season Even though, our research proven that Wal-Mart did little in customer care, yet, the company is socially responsible. It fights hunger, reduces poverty and helps the needy. The company uses this technique to enhance the awareness of its product in the public to increase the sale. Because of the rainy season, spring customarily decreases in donations to food banks that make them unable to answer the needs of millions of Americans who at some point will be unsure where their next meal will be generated. To cover this gap, Wal-Mart invited customers to visit one of its 3,854 Wal-Mart stores and Neighborhood Markets nationwide. It plans to purchase products from participating suppliers that can help distribute foods to families struggling with hunger. Customers will be helped by the in-store signs. Entering product codes online, On-package labels sharing a hash tag on Twitter or scanning a QR code advises customers generate meals. Wall mart decided to fight hunger as it is an alarming issue for Americans today. Millions struggle to put food on the table every day. It considers American people as the company customers. To help the people is, therefore, their business and their first priority. The company’s associates, customers, suppliers, and partners believe in and together they help make a positive change on this issue. Jack Sinclair, executive vice president of Wal-Mart, proofed simply by going into a Wal-Mart, every consumer in America has the opportunity to join this effort of eliminating the hunger from the country. In this effort, many hunger vulnerable Americans will be donated to Feeding America food banks and Action for Healthy Kids. Wal-Mart is well-known in helping hunger in USA. The company pledged $2 billion to fight hunger from 2010 through 2015. It also committed donating, almost, 1.5 billion pounds of food stuff from Wal-Mart stores to support hunger relief organizations. It is lending its expertise to food banks to help them operate more efficiently. Thus far, 600 million pounds of food and $122 million was the grant of Wal-Mart to hunger relief programs. www.facebook.com/walmart, and www.walmartstores.com/fightinghunger are sites someone can visit to participate in the Face book campaign including details on participating products. Tweet Schedule 1. CustomerCare@WalMart Join us for worthy cause in our Community Responsibility Service at L.A rehabilitation centre this Friday @ 10 am!!! 2. CustomerCare@WalMart CustomerCare@WalMart Richard Marx, your Warranty is acted on and now you can collect a brand new replacement Laptop at any of our outlets at your convenience. 3. CustomerCare@WalMart Friday road show will start and end at the Central Park. Keep time to get the best gift coupons! 4. CustomerCare@WalMart Sale at the grand mall, Hurry while stocks last! 5. CustomerCare@WalMart Be part of our great initiative in fighting global hunger. Details available at www.walmartstores.com/fightinghunger 6. WalMart#FF @NewYorkStockExchange,@consumerguide. Best investment offers! 7. CustomerCare@WalMart Customer Care Open Day 2012 Coupons ready for registered customers! Collect as soon as possible. 8. CustomerCare@WalMart Feeling underserved and unappreciated? Contact us on e-mail for immediate action. 9. CustomerCare@WalMart Apologies for delayed launch of our open recruitment program for 2012. Fresh details are now available at all outlets. 10. CustomerCare@WalMart She got hers, he got he’s, Get yours! At our New York outlet……. Find out in an hour. Read More