Minggu, 24 Juli 2011

How are social media customer outrage reinforcement

Twitter and Facebook protests are targeting everything from government actions to companies' customer service.Twitter and Facebook protests targeting everything from measures taken by the Government to companies Kunden-Service.Netflix price change notice produced more than 79,000 answers that people can lead to the next step in the fight against for ChangeThanks for a sense of common outrage, users can contact media, on their Facebook PageSocial by commentators, ProtestorsSocial media outrage a dimension of the closure of news about the world added the Editor's note: Chris Taylor is a San Francisco Office Manager of Mashable, a popular tech news blog and a CNN.com content partner.

(CNN) - system.UInt64 chances, last week was not a good time, to work at Netflix.

After the company raised the price for their DVD and streaming media plan by 60%, it was necessary to design hundreds of additional customer service representatives, to handle the floods in the angry callers.

Netflix was short one of the most popular searches on Google rival Redbox. The Netflix blog announcement of price raise filled with 4,000 comments, almost all negative.

However, that the number by the 79 000-plus answers to Netflix's Facebook page-was made in the shade and that only on the short announcement was a link to the blog entry.

It was like evil graffiti, for every inch of what supposedly is a corporate wall. Netflix showed no signs of backing down, but the graffiti showed no signs of stopping, either.

On the phone, e-Mail, in the section largely anonymous comments from a blog-is where you usually once disgruntled your disapproval vent and removed then slink alone be.

But a social network is different? The comforting clear identity of the people, strengthen your outrage parts of your mind with camaraderie and Gespr├Ąch--do these things stir up anger that would otherwise have fizzled?

Does this environment of nature of people, the next step of commentators protesters to organize, turn to to boycott? I think they can do that also. Here is the reason.

The protest cottage cheese

(A) in this argument is as you might expect in the Middle East to spring 2011. But I do not speak here only the female driver defies the Facebook-based protests that organized book from any Government or the social-media campaign YouTube videos of themselves of courageous women Saudi Arabia ban plunged.

It is a more prosaically, but no less illustrative example in Israel, where the three most important dairies all decided last month to increase the price of cottage cheese by 75%.

This seemed Israelis to be cottage cheese "remain in the shops and ruin, until the price comes." how only further increase the grumbling-inducing number started living up 25-year-old Itzik Alrov call a Facebook campaign for his countrymen

The Group won 105,000 followers, by at the end of the month. (Not bad for a nation of 7 million). Tubs were suddenly opposition MPs of the stuff on the Prime Minister desk dumping and the Finance Minister said the import of cheaper foreign cheese.

The dairy company immediately cut their prices. Here is a characteristically bemused quote from one of their CEOs: "something is happening here, and the rules of the game changed."

Changing the rules

You can change these rules all over to see if you watch closely. This month, a woman in a suburb of Detroit faced the prospect of 93 days in jail for growing vegetables in their garden in obvious violation of local regulation. Then a Facebook page supports went their viral, thousands of foreign from anywhere in the United States signed their petition and town planners dropped the charges.

The week before, sand-blasted fashion giant Versace forced was, his 500,000 Facebook fans of mails on the wall during a protest stop over jeans (made in a high pressure process known to workers kill).

And added a dimension to the closure of Britain's news of the world tabloid social media outrage when axed the staff in Twitter came brawls with prominent and ex-readers.

No, not every protest is successful. Not every angry Tweet Affairs. A company or a country not every online petition forces back down. And it is too early to say whether companies such as Versace be punished for simply removing of the protests.

Perhaps, that turn out to be will be the social media equivalent of hitting the mute button. It is also the way of the gamble on a company the reputation, the brand managers at night can keep up.

Who wants to take this kind of opportunity? Far safer, allow your customers to vent and hope that the storm passed, is it as Netflix. But that is also the risk of Boykott-- or a permanently damaged reputation.

The opinions in this commentary are solely those of Chris Taylor expressed.

Tidak ada komentar:

Posting Komentar