Conventional wisdom is that a brand shouldn't ask for customer feedback unless it's at least willing to entertain implementing some of the suggestions [not all, but at least some]. I agree.
But I've noticed a twist on this lately - one that disturbs me.
It's my policy not to slam brand behavior on this blog, particularly when my beef is based on nothing more than suspicion. So without calling anyone out by name ...
The Twitter handle for one of my favorite brands recently announced they were discontinuing a very popular product. That immediately set off alarm bells. Why would they do that - there was an immediate disconnect. But what really got me wondering was when they started Tweeting out statements that seemed to fish for customers to request the item be reinstated. "We've discontinued our XXXXX. What do you think about that?"
If I were a betting man, I would give it a few more days before the brand announces "XXXXX is back by popular demand. You spoke, we listened."
Pretty manipulative, if that's the plan. What do you think about this? Within the brand's right, or a recipe for backlash?