NBN & IT Consulting | Website Optimisation | StickyWeb - Ballarat
Showing posts from tagged with: customer value

Social Media MUST be truthful

Posted by Stickyweb in Consulting, Rants | 0 comments

Social Media is an important weapon in any business promotion arsenal … But it MUST be wielded carefully – the truth is always out there!

ING Previous Promotion

When Australian Bank ‘ING Direct‘ chose to dispose of their most popular ‘Paywave Rebate’ their Facebook page was inundated with ANGRY customers lamenting that the ‘cash back’ was the only thing that had made them join & recommend the ‘Orange Everyday’ account. Staff responses included statements like “The decision to remove the 2% cashback promotion came after some extensive research about what matters most to our customers”. Clearly this is not the case & if Market Research revealed this, it was clearly manipulated!

Such a response is Social Suicide

Why would anyone choose to give up a benefit that put money back in their pockets & was the only real difference that ING offered. All of the posts to their page reflected this view, indicating that either their Market Research was incredibly inaccurate OR the PR division was spinning a blatant lie. Frantic replies from ING staff spruiked “24/7 customer service & fee free ATM access” as reasons to stay and also alluded to future “promotions and incentives for our customers to enjoy” – but the flow of angry posts continued.

Then began accusations of censorship & posts being deleted – another Social must not! Open yourself to Social Media & you have to take the good with the bad.

Tell it like it is.

Social Commentary on 2% Cancellation

Which brings up the absolute necessity of open disclosure in everything you post on your company’s Social pages.
If you have bad news, deliver it succinctly and without any attempt to obfuscate the facts …
Without a doubt there will be readers far more intelligent than any of your ‘spin doctors’ and your marketing jargon will be ripped to shreds!

If you allow your readers to contribute to your page be sure to delete nothing (unless of course it is generally offensive) – once posted on the internet a comment, image – in fact anything – is there forever!

For ING it may be too late to discover how quickly advocates become antagonists.

How NOT to be Social!

Posted by Stickyweb in Consulting, Rants | 0 comments

In this digital age, any company needs a strategy to monitor and respond to any Social Media actions BEFORE they snowball into a PR disaster.

No-JB - Calls for Boycott on Social Media On September 22nd a story broke on Facebook regarding a teenager with Down Syndrome being refused entry to a Queensland JB HiFi store as he was ‘blacklisted’.

It soon became apparent that it was a case of mistaken identity when the Security Guard produced a photo of the ‘offending’ teen who clearly only had DS in common.

When the Store Manager became involved he still refused entry, retorted “They all look the same” and promised to “never ever apologise”.

What followed was a PR disaster, with thousands of outraged consumers promising to boycott the chain on Social Media, a petition on Change.org reaching close to 40,000 signatures in 24 hours & most of the mainstream media picking up the story.

Since the story began trending there has been little response from management … a post saying that they were investigating & a statement from the CEO claiming that they ‘will learn from the incident & are reviewing customer policies’


Read more