The company I chose to follow is Dove with a focus on their products targeted towards women. I decided to use Twitter as the social media platform to follow as platforms like Instagram is more photo-sharing based whereas Twitter is the most communication-based. Dove is very active with their followers/customers, they respond to most people if they tag them. It’s not always a lengthy response, sometimes it’s just a simple word or emoji, but I like how they acknowledge the majority of their fans. They also respond to news headlines about stories affecting human rights, voicing their opinion and support for those impacted. They also respond to questions about the ethics of their products, for example someone tweeted them asking if they or their parent company tested on animals, and they had a conversation with the Tweeter about it. They are also open to suggestions, and will direct anyone with an idea to a website where they can submit them. The final observation I noticed is how they deal with a damaged product, or criticism is general. Someone received a damaged product, and Dove responded with an email for them to voice their complaint. While this didn’t seem like the best response a company can make, it’s better for them to handle it privately instead of online. I just hope they check that complaint email often and actually respond.
