This week, Dove responded to many compliments and criticisms. A new trend I am noticing is that Dove treats their customers like they are friends. They respond in a very casual way instead of overly professional like I’ve seen other companies do in the past. This week, Dove responded to a verified Twitter user who applauded them for their bar soap. Dove responded by asking him to send a DM so they could send him some of “the good stuff”. It’s interesting to see what is essentially a business interaction be done online. Whether Dove is looking for endorsement or expressing gratitude for the shoutout, it was nice to see relationships like this develop. Something I’ve noticed in the past with criticisms is that Dove would just direct the user to their website where they could read further about any complaints, however this week they responded to a twitter user complaining about ingredient changes actually answering their question in their response instead of directing them to a website. They also expressed their plan to have their bar single packs not be wrapped in plastic by the end of this year in response to someone criticizing them for using unnecessary plastic.
