A MNC brand might spend millions on advertising to push their products, to improve their brand recall etc. But the power of a single blog post like this one beats all that IMO.
You just cannot afford to piss off a popular blogger cos' in effect you are screwing up so much else. And when a well-known blogger writes a post this about his/her problems with something there is a chance it'll get mentioned about, linked to by her readers, followers (and fans) on their sites, blogs (Now this complaint might be about a simple broken AC.. but, if it had been a seriouser problem there is a good chance it might've gotten micro-viral).
And at a time when most buyers do all their product research online, a simple screw up by the local dealership in responding to a service call/complaint might cost it a lot of business.
The brands might soon have to find a way to make sure such 'people with big voices' are taken care of well (of course the easiest way out of this would be to provide good support to all their customers).
Tuesday, May 19, 2009
Sunday, May 10, 2009
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