Marketers, protect your brand online
Posted on April 29, 2008 by Chris DeBrusk
Picking up on my post from a few days back, eMarketer published some summary level information on a study done by the Society for New Communications Research. Essentially what the study revealed is that social media is becoming a pretty significant source of information on product quality and on the level of customer service provided for specific products and services
Or in other words, social media and the ease at which it facilitates individual publishing lets people complain globally as opposed to over the backyard fence. An Google facilitates the communication of those complaints to others…forever.
There is a huge lesson here that brand managers are only starting to learn. Customer service = brand when a online blog posting complaining about your service gets more traffic than your online advertising efforts.
Sphere: Related Content» Filed Under Online Brands
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