Another example of a company that is out of step with many of their customer’s views regarding corporate responsibility. However the failure here is not just their CC&R misstep, but that they have fallen into the traditional crisis management methods: ignoring the problem and hoping that it will go away.
The Ostrich approach only results in in worsening the crisis, as Nestle found out in 2010. It’s disappointing to see a company that has received so many benefits from social media exposure, in the form of the most watched online video of 2011, now choosing to ignore it.
A conversation is two-way. Consumers want to be active participants in your brand. Ignore them at your own peril.Tags: crisis management, fail, greenpeace, social activism, volkswagen, vw
Here’s a really good overview about how using social media as part of your customer service programs can benefit other departments within your company. It’s not just a resource to deal with unhappy customers, but it is an avenue to receive insightful R&D feedback, hold focus groups and to track your competitor’s frailties. Social media has become an indispensable business tool.Tags: Business, customer service, feature requests, feedback, focus group, Marketing, r&d, sales
2011 saw many changes in the digital spaces. Social media really came of age with its prominent use during the Arab Spring. We saw the introduction of a major, new social network, Google Plus, and we discovered that even a giant like Google can make colossal mistakes in the social sphere. And speaking of colossal failures, let’s not forget the epic communications failure in Singapore.
We sadly also saw the demise of virtual worlds as a serious enterprise application contender. But we also redicsovered an old radio favourite reborn for digital and transmitted socially.
All in all a year of major change. Some for the better, and some for the worse. But always a year of learning and reflection. Bring on 2012!Tags: 2011, 2012, best of, clip show, reflection