With the power of social media in this Web 2.0 world, your business can’t run and hide. It’s got to deliver or apologize and make good.
You have probably seen or read about the video of cable company repair guy caught sleeping at a customer’s house, or how Twitter and YouTube are upsetting elections in Iran. Here’s yet another example of the power of customers using social media.
SCORE Chicago counselor and DePaul marketing prof Hank Rodkin gave me a head’s up on a small band that was flying on United. They looked out the window before takeoff to see their guitars being thrown around and broken by the luggage handlers. Click the arrow to play the above video, and hear the story in song.
And the story, as reported by CNN:
“This is a case study”, Hank says, “on how viral videos and the digital age have changed the marketplace. And why it’s critical for service businesses to follow through with service.”
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Hi Peg:
This is excellent from you, and I really believe in it. I just heard the phrase the other day “sCRM.” Social (networking and media) Customer Relationship Management. If businesses — and nonprofit organizations — do not become much more “proactive” in “walking the talk” on sCRM, in data and “deeds,” they are finished. In these unusually tough times, 2009, the marketplace and its “voices” are ruthlessly honest.
I wish no one or no company badly, but I hope United Airlines “gets” that no one “should be” (far from naive though) “too big to fail,” at least as they currently operate :-(. Do you think companies will now develop “crisis management pr for social media?” Please continue to do more of your insightful posting on such matters :-).
I hope to be helpful to businesses and nonprofit organizations serious about these challenges — and opportunities, especially from a “neo-direct marketing and keeping score” point of view. I have proven results in eco-community investment on both coasts for as a former community empowerment boss said “the we, not just the me.” Perhaps we might collaborate? I am almost sure I recently heard about you and your blog from SmartBrief or some aggregation source, given the greatest TVM (time-value of money — and time) these days generally involves Tweeting. I have enjoyed your posts greatly, and added you as a Helpful Resource Link on my blog. My wife also found your information on local search helpful.
I do not reply on blogs very much, but hope this is helpful to you.
Continued success and thanks Peg for sharing, and being a tangible “voice of caring.”
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