A shopper with a strong opinion on a website’s business practices is a prime candidate for goodwill.
But while goodwill is important for business owners, the internet also presents a potentially more fraught topic for shoppers.
“You don’t know whether your online interaction with a brand is positive or negative, it depends on what the brand is saying and how the interaction is framed,” Dr David Whelan, a professor of communication and marketing at the University of NSW, told the ABC.
“There’s an assumption that if you click a link, you’ll get a response.
That’s not the case.”
So how do you go about getting a positive response from a brand?
Here’s how to find out: Use the hashtag #GoodwillWhenYouNeedIt: If you’re shopping online, use #GoodwillsWhenYouWantIt on your social media profiles to highlight your own positive responses to brands and ask them to share more.
“It’s like if a brand sends you a thank you card or gives you a free gift or an opportunity to shop with them, then you’re automatically eligible to get some goodwill,” Dr Whelans said.
Use a positive word: Use positive words when you’re browsing online to give a positive spin to a brand’s business or offer them a chance to respond to your queries. “
If you’ve been rude, it’ll go away.”
Use a positive word: Use positive words when you’re browsing online to give a positive spin to a brand’s business or offer them a chance to respond to your queries.
“I use ‘goodwill’ because I don’t like being told what to do or what to wear or how to shop,” Dr Vardhan said.
The good news is you don’t need to use all of your online interactions to make a positive impression.
You can also use them to create an opportunity for goodwill: If a brand tells you to shop, say ‘thank you’ or ‘thank them’ as a compliment.
It will encourage them to take the time to check out your interests.
If you can’t, say “I appreciate the gesture, I’m happy to make an appointment for you later today” or “I’ll be right there”.