by Josh Carr Superstar on July 16, 2009
This information is 100% stolen from trendwatching.com
Here are some conversations that have been collected from twitter where big brands are monitoring the conversation and responding in real time to customer service issues.
Five years ago if your company had world class customer service that meant you had some good information on your website and customers could call your toll free number 24/7
Today? you can no longer afford to wait for customers to bring their complaints to you. If you are waiting to solve problems you are losing customers. You must be proactive about listening to the conversations and responding in real time. Twitter is an amazing tool for this. Here are some awesome examples from big brands.
Let me just qualify that and say I am throwing in the big brands thing to show that this behavior is now mainstream not that you need a big budget. We have clients doing this way better than the big boys with micro brands and micro budgets. check out zarbees on twitter.
Chances are your company or cause is much smaller than these. Can you really afford not to be part of the conversation?
Electronic Arts hired 20 people for the Electronic Entertainment Expo in Los Angeles to stand outside the trade show and protest their new video game Dante’s Inferno.”
EA spokeswoman Holly Rockwood says the stunt was arranged by a viral marketing agency hired by EA. However, the “protest” was still covered by local newspapers and The LA Times.
The new game, Dante’s Inferno is loosely based on Dante Aligheri‘s poem “Divine Comedy,” The fake protesters were “upset” about the game because it glorified eternal damnation. The protesters passed out pamphlets and held up picket signs saying “Hell is not a Video Game” and “Trade in Your PlayStation for a PrayStation.”
Some critics have been saying this might not have been the best move for EA. Why would you build negative buzz about your own product?
We think it was a perfect thing for EA. As people were walking into the trade show, they already had interest in the game. Not only that, they received free publicity in local newspapers, which then made it’s way onto the internet. And now that the coverage is on the internet, their clelver stunt will reach much farther than a trade show in LA.
You could also applaud EA for creating fake negative buzz themselves so nobody else can. Now that it’s already been done, no one would take real protesters seriously. Way to dodge that bullet, EA!
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