Comments on: With Social Media – Don’t Be Afraid of the Negative http://www.endlessplain.com/2009/06/18/with-social-media-dont-be-afraid-of-the-negative/ Digital Marketing Optimization Experts Wed, 03 Mar 2010 17:10:34 -0500 http://wordpress.org/?v=2.9.2 hourly 1 By: Dan http://www.endlessplain.com/2009/06/18/with-social-media-dont-be-afraid-of-the-negative/comment-page-1/#comment-2462 Dan Wed, 26 Aug 2009 17:20:15 +0000 http://endlessplain.com/?p=1538#comment-2462 Totally agree with this and think there are some companies that it is an absolute MUST to 1) maintain customer loyalty, and 2) avoid it getting out of control and becoming a major PR mess. I recall in the mid 90s, when working for CompuServe, AOL was out there touting their suscriber growth, and it seemed that for AOL even bad press was good for them. It got their name out there and only served to fuel their growth (along with disks dropping out of the sky). Today, with the ease of finding "bad press" about a product or service, if there's nothing to positive to compensate as Liana found with the Palms, then the company should expect to lose out on business. The trick is to be aggressive promoting positive word of mouth, delighting customers at every opportunity - 'especially' that segment that we know will be out there tweeting and blogging about their experience. Totally agree with this and think there are some companies that it is an absolute MUST to 1) maintain customer loyalty, and 2) avoid it getting out of control and becoming a major PR mess. I recall in the mid 90s, when working for CompuServe, AOL was out there touting their suscriber growth, and it seemed that for AOL even bad press was good for them. It got their name out there and only served to fuel their growth (along with disks dropping out of the sky).

Today, with the ease of finding “bad press” about a product or service, if there’s nothing to positive to compensate as Liana found with the Palms, then the company should expect to lose out on business.

The trick is to be aggressive promoting positive word of mouth, delighting customers at every opportunity – ‘especially’ that segment that we know will be out there tweeting and blogging about their experience.

]]> By: Merry http://www.endlessplain.com/2009/06/18/with-social-media-dont-be-afraid-of-the-negative/comment-page-1/#comment-2447 Merry Thu, 20 Aug 2009 13:33:43 +0000 http://endlessplain.com/?p=1538#comment-2447 Great post and excellent advice Not only are review sites important for consumer decision making, having reviews helps local businesses index higher for mobile searches. Companies that engage definitely look more receptive. Steve Espinosa gave great insight on this at SES SJ :) Great post and excellent advice

Not only are review sites important for consumer decision making, having reviews helps local businesses index higher for mobile searches.

Companies that engage definitely look more receptive.

Steve Espinosa gave great insight on this at SES SJ :)

]]> By: Guy Stephens http://www.endlessplain.com/2009/06/18/with-social-media-dont-be-afraid-of-the-negative/comment-page-1/#comment-2446 Guy Stephens Thu, 20 Aug 2009 13:22:23 +0000 http://endlessplain.com/?p=1538#comment-2446 Excellent article. I completely agree: social media gives companies the opportunity to present their side of the story. It's a potential win-win for everyone concerned. The difference between traditional channels such as email or phone as a feedback mechanism is that they are essentially private mediums between complainant and company. Social media on the other hand is a wholly public platform, where complaint and resolution take place, for the most part, in an open and transparent manner. At Carphone Warehouse we actively engage with our customers via Twitter providing both customer service (@becksatcarphone) and general help and support (@guyatcarphone). Our aim is to resolve our customer's issues in an empathetic manner, and Twitter particularly is a perfect medium for this. Excellent article. I completely agree: social media gives companies the opportunity to present their side of the story. It’s a potential win-win for everyone concerned. The difference between traditional channels such as email or phone as a feedback mechanism is that they are essentially private mediums between complainant and company. Social media on the other hand is a wholly public platform, where complaint and resolution take place, for the most part, in an open and transparent manner. At Carphone Warehouse we actively engage with our customers via Twitter providing both customer service (@becksatcarphone) and general help and support (@guyatcarphone). Our aim is to resolve our customer’s issues in an empathetic manner, and Twitter particularly is a perfect medium for this.

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