Does SNS bring the big problem to a company?

        Recently, many company presidents use SNS, and take communication with consumers directly. It is famous that SOFTBANK President Son and RAKUTEN President Mikitani are using Twitter. Mr. Son has received many request to improvement of service though Twitter from many consumers, and he sometimes accept them.

        The other day, START TODAY which operates the "ZOZO TOWN" of the e-commerce site, President Maezawa got angry to the comment from a customer, and he responded it in severe language like “You don’t buy anything our site from now!!!” The claim is that mailing cost is quite expensive. Since the problem became serious after all, Mr. Maezawa apologized to the customer and all consumers. Finally, their mailing cost became free from November 1st. In the meantime, on the network, many comments are critical for Mr. Maezawa, and site image of ZOZO TOWN became lower.

        Company president can take communication directly with consumers by using SNS, it also has a merit, but if not cautious of an utterance, it may become loss of company.


"You must not order anything again on our website!!!"　　　　　　　↓ Next day "I'm sorry."