Case Reflection 5: PayPal Post

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The situation that PayPal the company got themselves into is one of the most common issues with the increase popularity of social media. PayPal wanted to be able to promote something positive about their company on social media, so the people in charge of the social media account managed the comments on the post. In my opinion I think that this is where PayPal went wrong. They shouldn’t have just been deleting all of the negative comments for no reason. This shows that customers or the public can’t express their opinions about the post or the company as they please, which is the whole purpose of posting on social media. PayPal should have set up a comment policy that set the expectations of comments the public is able to post. If commenters broke any of the policies then the company can delete said comments. This way the company isn’t just keeping whatever comments positively reflects them.
While I was doing additional research on companies responses to social media comments, I came across several different companies. Taco Bell is an extremely popular fast food restaurant, and has become extremely popular on Twitter. The reason for their popularity is because they give witty and fun responses to their customers. The attached links show some of the many responses the company makes regarding food delivery, different sauces, and many others. Taco Bell is a perfect example of how a company responds to comments on social media. If someone says something negative about Taco Bell, the company is quick to reply and assist in anyway they can. Taco Bell doesn’t just retweet or respond to positive tweets, they address the negatives ones also. This is crucial to maintaining the credibility of the company on social media. 
The second link I found gave other examples of both negative and positive responses companies have made or not made in regards to social media. One example was British Airways was tweeted at about their terrible customer service. The airline didn’t respond until days later saying that their social media only has a 9-5 workday schedule. This just led to more furious comments by people on the social media site. British Airlines was flooded with responses saying they were making excuses, and if the company is operating 24/7 then so should their social media site. Because of the increase in companies on social media, there are more and more regulations when it comes to how to respond to customers.


Comments

  1. UnknownFebruary 21, 2018 at 6:36 PM

    great job!

    ReplyDelete
  2. UnknownFebruary 22, 2018 at 12:21 PM

    Emily! Thanks for sharing! I like your example of Taco Bell being a positive example for social media comments. #tacobellislife

    ReplyDelete

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