Comments on: To Tweet or Not to Tweet: Social media is a great way to get customer feedback…just be wary for potential blowback

By: Ant | Web Design Bedfordshire

Ant | Web Design Bedfordshire — Fri, 23 Jul 2010 08:12:35 +0000

Good article, I think that negative feedback can be a good thing for a few reasons: 1. it gives you the chance to respond to the criticism
and 2. websites/brands that show just positive feedback feels rather fake as nothing is ever perfect.

So in a sense having mixed reviews are better as you seem more genuine and can respond to the problems people have had to give your potential customers an answer as to what went wrong.

By: Online Marketing Optimization Technology: We have ways of making technology talk, Mr. Bond

Mon, 17 May 2010 16:33:31 +0000

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By: Corey Trent

Corey Trent — Thu, 11 Mar 2010 14:06:02 +0000

Carolyn,

Those are some great points to add. Thanks for contributing!

By: Carolyn Rhinebarger

Carolyn Rhinebarger — Wed, 10 Mar 2010 15:12:57 +0000

You all make good points. I would add that there are at least 2 additional circumstances to be aware of:

1. Social media may not be a good fit if upper management does not support transparency. For example, if marketing is trying to implement a social media inititative in a tightly controlled organization, blow back will only serve to reinforce management’s negative view of social media.

2. Social media may be a real threat if an organization is in labor disputes or subject to information distribution restrictions, etc. For example, a financial planner may not be able to blog or tweet about stock market trends without getting prior approval which can take days or weeks. A local school board undergoing picketing may find it difficult to overcome a groundswell of negative posts–a real case scenario where I live. (And I know that in this case they could use social media to address the negative but it can be a question of manpower versus the public masses!)

By: Ron

Ron — Wed, 10 Mar 2010 14:22:24 +0000

Backlash on social media is a very real thing, it doesn’t matter what your brand is if you come across like an idiot – now it IS your brand. Look at this one guy who sent out a bad press release bragging about his Twitter account – 447 Diggs later, he is crowned “the biggest douche in social media”:

http://digg.com/business_finance/The_Biggest_Douche_In_Social_Media

By: Transparent Marketing: A slice of honesty from Domino’s Pizza

Transparent Marketing: A slice of honesty from Domino’s Pizza — Mon, 01 Mar 2010 06:02:15 +0000

[...] friend as well. Don’t just use services like Twitter as a one-way communication tool. Listen to what your customers are saying about you. Use this feedback, combined with other ways of communicating with (not to) your [...]