I will be doing a small overhaul on the blog coming in coming weeks. With alot more activation in both on online and offline worlds.
You can also now follow me on Twitter by clicking HERE!
It has taken a while, as large and small brands are just now waking up to the fact that the world of user-generated media can make or break a brand when it fails to deliver on service or product. Since social media drives transparency in a very meaningful way, it forces companies to take a much more collaborative approach in resolving customer service issues... because when they falter...they can fall hard...and unfortunately end up on a list like this.
The stylish furniture maker Habitat jumped on the Twitter bandwagon in a big way but was exposed for spamming. Its self-promoting tweets that included popular trending topics to attract attention. And if including a hashtag# for a popular HBO drama like "True Blood" wasn't enough, the company actually took advantage of the misfortunes of others by including "Mousavi" and the "Iran Election" on tweet updates as well.
Retaliating against this form of 'parasite marketing,' the Twitterverse struck back by exposing the practice to Twitter's SPAM department. The posts that also included "iPhone" have been completely removed from the site.
In an economy where there’s a growing amount of competition for a smaller and smaller piece of the pie, excellence in customer service becomes an issue of survival. It’s not always about having the fanciest or the techiest or the best Web 2.0 systems. Sometimes it’s as simple as creating an environment where everyone feels welcome and valued. Losing customers because a brand did not take heed of the social media environment we live in is lack of foresight. In today's transparent world, it's more important to double-think each online activity we engage in and live our brand's dream versus incur the wrath of our customers who are only one tweet or fan-page away of making our lives a living nightmare.