After the last lecture I became very interested in social
media marketing, however this article describes my biggest concern about it: “3brands that made the wrong friends”.
Social media marketing requires a lot of planning and as the
article’s author described, there are four ways to avoid damage from bad fans:
-Do a reality
check;
-Think about
how your actions and programs might be interpreted;
-Consider
whether you can turn bad fans into business opportunity;
-Grow thick
skin
I agree that the reality is that you can’t control
every aspect or result of social media marketing, and once engaged you should
expect a few hits along the way. The difference is how you respond to these
situations and what lesson is to be learned through this experience.
Companies need to learn how and when to respond to customers using social media. Especially when they are complaining or there is a major issue that affects the business, such as servers being down, or flight delays. Nowadays, sites such as Twitter are the 800 number for companies. It's not that they respond to please the customer, it's that they have to. A company with an unresponsive account especially when there are massive amounts of customer complaints just looks bad. If Delta Airlines, Southwest Airlines, or any other major firm are having delays, they need to address this ASAP, and twitter is the first line of mass communication with the public. Companies that don't respond to customer complaints or gripes are showing, either they don't know what to do or they don't want to do anything about it. Those that do manage to address the issues can end up turning a complaint into a valued customer for life.
ReplyDeleteI agree with Leandro and Will, not the title of the article. This is not about 'wrong friends' it's about stupid marketing.
ReplyDelete