If a customer spotted an error on your website and gave the brand a suggestion to improve the site, you would expect the brand to reply with a thank you.

Citibank SG social media strategy, however, is to delete the post, fearing that it could cause negative repercussion if other customers were to know of this technical error on their site.

This happened with a Facebook user found that the Citibank website does not render statements well on Macs. Instead, the administrator, deleted the post instead and told the user that the case has been resolved.

Seriously, if Citibank isn't confident that its brand name can withstand one small complain about rendering issues about bank statements on their website on a Mac machine, it has wasted the millions of dollars spend on advertising and promoting its brand. 

Plus, this is a suggestion, a thank you would have generated more social media goodwill.


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