Don’t get mad, get tweeting…

Don’t get mad, get tweeting…

Today’s Digital Bulletin from Revolution Magazine once again highlights the power of social media and the forums in which consumers are today prepared to air their grievances about brands products and services. This particular story relates to blogger Heather Armstrong, who writes for the very popular parenting blog Dooce in the US. She asked her million or so followers to boycott Maytag, a large US consumer brand after her recently purchased $1,300 washing machine stopped working.

After a rather painful experience with Maytag’s customer call centre she finally resorted to Tweeting about her experience of buying a Maytag machine. What I find amazing about this whole scenario is not the fact that Maytag finally responded to this kind of external and very public pressure but the fact that other brands were clearly tracking mentions of #Maytag on Twitter and were prepared within hours to offer her a replacement.

From a financial services perpsective I wonder how many companies are actively tracking mentions of their own brand online particularly via social media and have an established process in place to deal with negative stories such as these? If you aren’t prepared to look after your own brand online don’t be surprised if other companies step into the gap and pull the occasional PR coup from the proverbial jaws of your defeat!

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