Comments on: The Growing Feedback Fiasco

By: erica

erica — Fri, 05 Mar 2010 23:45:43 +0000

This user concerns issue is an interesting correlate to the strategic constraints that publicly traded companies face due to shareholder concerns.

By: » Derogatory Customer Feedback Online: Should Your Company Delete It? : Naked PR Blog

Mon, 08 Jun 2009 15:42:17 +0000

[...] The Growing Feedback Fiasco [...]

By: Jonathan @ saynototheoffice

Jonathan @ saynototheoffice — Mon, 25 May 2009 11:51:32 +0000

This is just part of the general shift of corporations towards honesty. The transparency that social media is forcing on companies is making them become more open and human – no more small print and deals which trick you into signing up for something then charge you more than you bargained for – just straightforward honesty communicated in human language rather than corporate legal speak. Small businesses look to be leading the way – leveraging the fact that they don’t need to stoop to reach the customer’s level – they are already there. When will mobile phone companies get on board?

By: Internet Marketing, Strategy & Technology Links – May 15, 2009 « Sazbean

Fri, 15 May 2009 12:04:25 +0000

[...] The Growing Feedback Fiasco (Web Worker Daily) [...]

By: Justin W.

Justin W. — Fri, 15 May 2009 03:31:20 +0000

Two words: New Coke.

By: Bob Young

Bob Young — Thu, 14 May 2009 14:46:51 +0000

The odd thing is, the lesson is hardly new and predates social networking/social marketing. Some years ago Ford Motor Company announced that it was revamping the always popular Mustang and basing it on the same Mazda-produced chassis/suspension that provided the underpinnings for the Ford Probe. Mustang fanatics (and yes, they ARE fanatical) let loose the shout heard ’round the world. Recalling the obnoxious and under=performing Mustang II, they prevailed upon Ford to change its plans. In the process, Ford became an auto company that listens to its customers. The company is actively engaged in social marketing.

By: Matt West

Matt West — Thu, 14 May 2009 03:32:33 +0000

As a consultant, I see the value of providing an online experience. Social media is a great example of an interactive digital medium with real power, provided you know how to use it. For the average small business, effectively navigating social media is largely about understanding Generation Y. Please see my review of Millennials and social media.

http://thegreenmarket.blogspot.com/2009/05/power-of-social-media-and-importance-of.html

See also the ways in which social media and sustainability are aligned.

http://thegreenmarket.blogspot.com/2009/05/social-media-and-sustainability.html

By: Users: #fixreplies. Twitter: “No. Thanks for the feedback!” « Liminal states

Thu, 14 May 2009 01:46:41 +0000

[...] nazgul’s got some excellent perspectives in a comment on Mashable. Aliza Sherman’s The Growing Feedback Fiasco on Web Worker Daily sets #fixreplies in a broader context of how social networks are changing the [...]

By: NeoTechie

NeoTechie — Wed, 13 May 2009 21:35:31 +0000

Aliza,Great post.

I am reading a book entitled:
What Would Google Do ?

A Lesson Learned:
Your worst enemy could be your best friend.

To all the BIG BAD dogs out there who are taking advantage of the underdogs, we will have out day. Your product and services are not the only on on the market.

Listen to us WE want to help YOU be your best.

By: JR

JR — Wed, 13 May 2009 21:10:04 +0000

When exactly did users become a torch-wielding mob instead of, uh, customers? The tone and tenor here makes it sound as if Twitter’s customers – they ones they but months ago announced intent to begin charging for services – are wrong to be angry when the usefulness of the service is reduced? Twitter may not charge for its accounts, but it is nonetheless a business with customers, and it has always been the case that if you alienate your customers, your business will fail.

Twitter is a communications platform, and should be treated that way. If the phone company suddenly cut off long distance calling, are you suggesting that customers would just give up getting calls from anyone outside the local area? If a cell provider suddenly cut off data service, do you expect that it’s customers would just accept it and start using their $500 smartphones for calls only? No, absolutely not. Those customers would be outraged, and if the company didn’t hear their feedback and align their offerings with what their customers want from the service, the customers would go to a provider who would provide what they want, and the company would file for bankruptcy.

That’s exactly what happened with Twitter. Twitter took away a communication option that a lot of people relied on. I personally used it not only to find new and interesting people to follow, but also for business leads. Now, I can’t see when one of my contacts says “@needy No, I’m not sure who you’d need for [problem].” Because I can’t see it, I can’t say “@needy @contact I do that – email me at useful@useful.com and I’ll get you taken care of.” A lot of other people obviously feel the same way, and I suspect they are the people who held Twitter up when it was no different than any other offering – long enough for Oprah to send a cavalcade of new users so Twitter could stab the old ones in the back.

At the end of the day, Twitter’s main concern isn’t “How do we run this business?” it’s “How do we make our service useful to our customers so we have a business to run in the first place?”