He bruised your brand. She played with your customers’ hearts. They busted the lip on your smiling community. The pen is mightier than the sword but it felt like one. I’m talking about negative comments. Whether they appear on your Facebook page, blog or a cursing reply on Twitter they can hurt and confuse…
In Bewitched (Columbia Pictures 2005) a dog played by Satchel is tested for loyalty between Isabel Bigelow and Jack Wyatt. Isabel has a trick up her sleeve, however, and she uses magic to lure the dog to her. Satchel hops over the dining table right into Isabel’s arms—despite the best efforts of a trainer standing…
#1 Talk about them, not your product. It’s a phenomenon that social networking has brought to light. I’m convinced it’s always been this way if you can picture a used car salesman talking and talking while watching the person on the other end fade away. The more you talk about your product, the less people…
It’s a great question that came up over dinner with a few of my business owner friends. When customers express their opinions on Yelp or Twitter and other networks, who within your organization should respond to negative comments? Should it be the owner, the manager, PR, the marketing department? My answer is simple. A…
I was recently interviewed by Fast Company blogger Rich Brooks about building brand communities. It was a continuation of the discussion started at SXSWi. Here’s the resulting article “7 Things Brands Need to Know About Building Community” plus, three more tips here to round it out to a cool ten. Community is not a campaign. Brands will often…
