“Word of Mouth” meets “UGC”…
Remember that little anecdote about “word of mouth” we posted recently? Here’s another example…
Think about this: when consumers LOVE your brand or your product, if you’re lucky they’ll tell their friends about it. It’ll jump to mind when someone says, “hey, do you know where I can get XYZ around here?” If you’re really lucky, you might find a blogger who will share it on their site. Then, maybe, it’ll get picked up and spread. Maybe.
But when consumers are UPSET with your brand…you’d better watch out. They’re gonna tell the world through every outlet they can get their hands on. And they’re willing to work for it. They’ve got that little emotional fire burning in them and only some good, old fashioned retribution will put it out.
See what I mean?:
Need further convincing? How about the Fail Me Is More Like It site that an annoyed customer created during the MobileMe debacle?
