September 21, 2011 at 9:03 pm 2 comments

You suck !!

You need to make it cooler !!

Your service is the worst I have seen !!

Negative but authentic consumer reviews are way more effective than positive made up reviews. The sooner that companies realize this, the better it is for them for they should not fear the consumer to review their products or services but act on their feedback.

With social media playing a critical role in online product/service reviews, it is easy for a customer to distinguish and authenticate genuine reviews from fake ones. A negative product review on a website lends more credibility on the feedback mechanism than just having positive ones.

In my line of business i.e. telecom value added services (VAS),  there ought to be customer grievances and feedback on social media that inculcates learning from mistakes and rectification rather than having all good reviews from their own employees. A negative review that gets corrected gets more buzz than a positive one leading to more brand awareness.

The biggest mistake a brand can make is thinking they could control social media just like they could control an ad campaign; fact of the matter is that you just simply cannot take any of your ad campaigns and migrate it to a social media platform. Social media can’t be a simple problem solver. Like you can’t segregate the rotten tomatoes from the good ones at a Tomatino fest, brands cannot erase the feedback they receive on social media however online criticism and fear should definitely not hold them back.


Entry filed under: Brand, Branding, Social Media. Tags: , , , .


2 Comments Add your own

  • 1. Vikram Venkateswaran  |  September 26, 2011 at 8:36 am

    I agree, but often there is no one monitoring the social media networks for customer feedback and that creates its own set of challenges..

  • 2. Ikshu Nandwani  |  September 28, 2011 at 8:31 pm

    I beg to disagree on that one cos these days company’s put in additional efforts to be present as well as track their brands online…


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