Would You Like Fries with Your McPage? – A Response to Ivy Luo’s Post

Social Media is where many vent overzealous remarks, and asking for feedback through Social Media is just a publicity nightmare waiting to happen. That’s why I disagree with my classmate’s support of McDonalds’ proposal to use Social Media as a way to improve customer satisfaction.

McDonalds wants every one of its restaurants to have a Facebook Page, so customers can give feedback regarding a specific restaurant.

http://www.hudsonhorizons.com/pub/images/facebookmcdonaldssocialnetworkinginfographics.jpg

Remembering the Twitter campaign, #McDStories, where customers tweeted about their experience at McDonalds, the countless negative public tweets came in within the first two hours prompted an immediate shutdown. The first little bit of negativity just began breeding more negativity towards the firm, before an imminent avalanche of bitter tweets were created.

Social Media can get rough.

 What would make this Facebook campaign different?  People will still be posting publicly about their concerns, and it only takes one negative post to create another unwanted avalanche of negativity. Furthermore, every single restaurant will have to start training staff to deal with the online comments, creating more costs.

Social Media tends to lean more towards negative comments rather than positive comments, especially in posts regarding large corporations. Is this truly a worthwhile risk to take to win over customer satisfaction?

I think not.