Moaning Sickness

June 24, 2010 at 8:35 AM Leave a comment

A recent Ad Age article brought home the changes that are being forced on marketers these days.

A JetBlue passenger recently blogged about being unfairly slapped with a $50 charge for checking a box containing a bicycle (had the box contained anything but a bicycle, it would have been free). Then tweeters got involved. Within a few days JetBlue were groveling to him.

Michael Bush of Ad Age asks, “Are Major Marketers Training John Q. Public to Whine on Web?”

More important, by rewarding public complaints with exceptions, are companies becoming two-faced – showing a strict personality to most individuals but a cooperative one to those who scream the loudest?
It might well be that the quiet phone call to the 800 number is being replaced by the angry tweet. But what interests me more is that the incident illustrates how companies – and their marketing departments – need to evolve. You could say that companies go through three stages as they learn to deal with the power of customers in the online age.

  • Stage 1 – Reactive. The company reacts when it has to, i.e. when the costs are high enough. One angry customer might not be costly, but an angry customer who knows how to tweet might be very high
  • Stage 2 – Proactive. Rather than waiting for customers to scream, the company begins to engage the customer in a community and make them feel valued and listened to
  • Stage 3 – Strategic. Marketing takes the lead to develop a cohesive listening strategy that knits together internal and external conversations to gain insight and co-create with customers new solutions that define competitive advantage

The lesson from all this isn’t that whining and moaning are what pay off. It’s that marketing owns the customer relationship in ways it never did before. Companies who realize are the ones who will thrive.

Advertisements

Entry filed under: Uncategorized. Tags: , .

Soccer and Mesh Networking Failure = Success?

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Trackback this post  |  Subscribe to the comments via RSS Feed


Thompson Morrison

Thompson Morrison

About Thompson

As CEO of FUSE Insight, Thompson Morrison uses powerful new web interviewing technologies to help businesses better align their brand with the needs and aspirations of their customers. Learn more at www.fuseinsight.com

 

"The single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization." -- Tom Peters

Subscribe

twitter

%d bloggers like this: