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02/24/2010

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Very interesting, this post points out what seems to be today's marketing reality.
There's only one thing where I think discussion is worthwhile : when you say "If a consumer complains about a brand online, the brand should be there, ready to assist". A brand could indeed monitor its reputation and help if necessary, but abusive intervention can be perceived as intrusive by the customer too.
I think one way to bypass that is to sustain the company's good image among customer, whose "engagement" or "convictions" could serve the brand reputation in places such as blogs or forums.
If you are interested, check out 2 of my blog posts (IN FRENCH, sorry ;) :
Brands' new relationship to customers
http://yannigroth.wordpress.com/2009/10/21/la-nouvelle-relation-des-marques-aux-consommateurs/
Apple's "brand world" as French marketing professor Lionel Sitz described it
http://yannigroth.wordpress.com/2009/10/23/le-monde-de-marque-dapple-selon-lionel-sitz/

http://www.northfloridamotocross.com/nfmx/userinfo.php?uid=1651
http://www.northmyrtlebeachonline.com/userinfo.php?uid=3140
http://www.oniris.be/userinfo.php?uid=5308
http://northwoodcongregational.org/userinfo.php?uid=132
http://www.novascotiamoms.com/userinfo.php?uid=676
http://www.mybenz.org/zoopp/html/userinfo.php?uid=11302
http://palmier-savoir.net/userinfo.php?uid=636
http://www.onlinebusinessstartups.com/userinfo.php?uid=770
http://optionpain.biz/option/userinfo.php?uid=182
http://www.pearljambootlegs.org/userinfo.php?uid=5732

The first card used the I heart hasdfeart stamp set which I am trying to focus on right now to give some attention to the our current Haiti promotion. When you purchase the I heart heart stamp set, $2.00 from every purchase will go towards aid in Haiti!

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