Everyone in marketing world sees an opportunity in social media. However, some overvalue positiveness of the social media. Marketers use it to praise the brand or company, on the other hand consumers can take advantage of the social media as well. Some of them already did, for example Coca-Cola facebook page by the fans of Coke. However, it should be considered that consumers don’t only praise the brand but also sometimes destroy them. Before consumers only could show their dissatisfaction of the brand through complaints and court appeals. However, they were minimalistic damages for the companies. But now one consumer can damage the reputation of the company heavily through social media. So, marketers should understand this and try to satisfy all the needs of the customers or at least be honest with them.
Let me give you an example, how this all could happen.
Consumer buys a product based on the promises of the company through advertising and point of sales. Let us take Apple iPhone 3G. Apple advertised its phone with the promise that it has very fast Internet connection over 3G network. Consumer buys the product based on this promise. However, after awhile s/he realises that it is not true. There are two ways:
- Minimalistic damage – consumer still loyal to the company, so s/he writes to costumer support and tries to solve the problem or files a court suit to get the money refund and some additional money claims. The damage to the brand is minimalistic.
- Total damage or maximalistic damage- consumer is very dissatisfied with the product. S/he uses social media to punish the brand. How it could be done?
- Record a live video of the weaknesses of the brand, faulty features. For example, frequent crashes on iPhone, no data coverage on 3G network, and other drawbacks of the phone. In the same video, add a finish line with the call for action. In our case it could be simple line saying: I hate iPhone 3G and my next phone will be Palm Pre! (or other model) and what will be yours if you hate iPhone!.
- Upload the video on YouTube.
- Send the link of the video to your friends through email! and ask them to send to ten more friends!
- Publish a link on your facebook livestream (once a day, throughout the week) and put the YouTube video link. Ask your friends to comment or leave feedback.
- Go to twitter and search for @iPhone or @apple, when you see those people try to follow them and when they will follow you back, and when you will have enough followers, publish the link and ask them to visit it.
- Write a small article, and then send it to different blogs, particularly gadget blogs or mobile blogs. Ask them to promote your activity.
- Put an objective of 50,000 viewers of the YouTube video. And at least 200 comments.
I know that it is not easy task to do, but when you start hating a brand or product because it made a negative impact on your life, let’s say you lost all your photos or documents on laptop you bought a year ago, then you start hating that product very much. When you achieve your first target objectives, it will be enough to be mentioned in the social media or news.
The reason I am writing this is that I am a customer, i have rights and power. So I don’t want brands and companies to enjoy profits even when they dissatisfy me.
However, the morale for the companies is that you should know the pros and cons of the social media. Satisfying customer is very important and you will not be able to cheat any more with development of Internet. So be precise what you offer and whom you offer.
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