Posted on by Judy

Choose a company and use at least one service to gain an overview of its online reputation. Find a positive mention, a neutral mention, and a negative mention and determine the influence of each. What action would you recommend for each?

I would like to choose Flipkart as the company of choice and I would like to choose their customer service to study their online reputation.
Positive mention: Very good place to shop online and excellent customer support
Neutral mention: The customer support team is good but they take a lot of time to resolve an issue
Negative Mention: Worst company and third class customer service
Flipkart is a big brand in India and India is a huge country with 1.3 billion people population. It is very difficult to keep all the customers happy when millions of people shop every day on Flipkart. Most of the people are vocal about their experiences when they shop online. The positive mention will play the biggest role out of all there because in India look for something positive about a company online and at the same time the negative mention will also have a huge impact on the customer mindset. People have become more demanding and they are not happy with an average service quality. So people have started taking negative reviews seriously and they have the options of going to a competitor’s website. The market is big and people have a lot of new options. The neural mention does not a big role and people just neglect them and move to a review that can help them in deciding whether they want to do business with that company and choose a different one that they can trust their money with.
The company can thank the person who has written the positive comment and provide him with a few shopping credits. This will definitely convert that customer into a loyal one. The company should respond to the negative comment and thank them for the frank response and promise them that they will improve the service. The neutral comment cannot be neglected as well and the company should ask the customer how they improve the service and promise them to consider the feedback seriously.
 
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