tag:blogger.com,1999:blog-2070078911717276320.post6640794679084839626..comments2023-10-15T07:14:31.245-07:00Comments on Brand Experience Matters: Brand organisations ignore angry consumers at their perilAndrew Weirhttp://www.blogger.com/profile/11360993796407878142noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-2070078911717276320.post-2101885610013983042009-09-25T16:00:26.727-07:002009-09-25T16:00:26.727-07:00o2 are another good example of a company who are t...o2 are another good example of a company who are trying but not entirely embracing the social web and it's potential uses and benefits. <br /><br />They've got a great feed on Twitter but they've had to update their bio insisting that their Twitter feed is not an avenue for customer complaints. They're missing a trick here. Hypothetically if someone said something about my brand I wouldn't adopt the head in the sand approach and ignore it online. It won't go away. In fact it will only get magnified the longer you do choose to ignore it as they get progressively more irate. <br /><br />Proactively reach out to people negatively tweeting about their brand, nip it in the bud there and then and make the customer happy again. <br /><br />Here's an article to support that which states that "their poor reputation stemmed largely from negative comments on Twitter" - http://j.mp/18CtU5Michael Litmanhttp://www.litmanlive.comnoreply@blogger.com