Social media channels — especially Facebook and Twitter — have radically changed the way consumers communicate with brands.
It is incredible — both good and bad — how one customer can now have a complaint with a product and literally get the whole world taking about it.
That’s what happened recently when a mom voiced her concern over a diaper wipe on Facebook.
The Pros and Cons of Public Debate on Social Media
The good side of this powerful feedback channel is that the customer’s complaint was heard and responded to by the brand.
But as I see it, part of the down side of the instant and enormous reach of social media in discussing concerns is that many people can panic and vicious arguments on both sides of an issue can start personal attacks… even to the point of bullying.
It Can Turn into a Personal Attack Fast
I hate to see anyone be bullied and so when I see debates on Facebook turn into personal attacks, I get worried.
Facebook is the opposite of anonymous, and yet people feel free to say incredibly hurtful things that they would never say to someone in person.
Reading some of the thousands of comments on the Huggies Facebook page, I felt badly for so many people involved. Some moms were sincerely expressing their fears, other moms were personally attacking them, and all the while the brand was trying to reassure people that independent testing shows the products are safe.
It appears the mother who first posted the video that went viral has since removed the video and deleted her Facebook account. I imagine she suddenly received a terrible amount of negativity from people claiming she was trying to make money from her claims.
While representatives from the brand did respectively handle her complaints, countless Internet users attacked her and others for reacting out of fear.
Personally, I think Huggies did an admirable job of replying to literally THOUSANDS of comments. But people still have questions.
So they are hosting a new forum event called the Huggies Parents Council in Chicago on Monday, October 5, 2015.
I will be attending this forum so that I can bring forth your questions and concerns and report back answers about their wipes and other products.
[Tweet “Huggies Parents Council wants to answer YOUR questions and concerns. Voice them here…”]
Also attending this forum will be Dr. Sears (aka “Ask Dr. Sears”), a leading pediatrician and author of more than 40 parenting books.
I am honored to be invited to this discussion. I hope this will be an effective way of answering questions and continuing a productive conversation between parents and industry leaders.
We all have our children’s safety as our top concern. Let’s have a helpful discussion where we can all learn more and bring forward our suggestions and ideas for the future.
I want to hear what questions you want me to ask on your behalf at the forum.
Did you hear about the conversation over the wipes on Facebook?
Do you use Huggies wipes now or have you in the past?
Will the Facebook discussion affect your decision over which wipes to use?
Do you have any other questions or concerns about other Huggies products?
Please leave a comment below which any comments, questions or concerns that you’d like me to ask any of the following…
- The VP of Huggies (Eleanora Daireaux),
- Huggies senior brand managers,
- Huggies researchers in innovation and engineering,
- Huggies PR team, or
- Dr. Sears
It’s Your Turn To Be Heard
I want to bring forward your questions and concerns at the Huggies Parents Council.
Please leave your thoughts in the comment section below…
My expenses are being covered for me to travel and attend this forum, but my questions, comments and opinions will all be my own.
Written by Susan Carraretto, co-founder of 5 Minutes for Mom
Talk with me: @5minutesformom and Facebook.com/5minutesformom
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