This is a guest post from Mitch Joel — President, Twist Image and author of ”Six Pixels of Separation.” His new book “CTRL ALT DEL” comes out in May 2013. See the original post this is adapted from and more like it on his blog.
Are you worried about bad customer reviews online?
Don’t suck.
Social media won’t save you if your products and services are sub-par.
Don’t suck.
If all you’re doing on Twitter is responding to customer complaints…
Don’t suck.
If no one “likes” you on Facebook…
Don’t suck.
If no one is watching your videos on YouTube…
Don’t suck.
If no one subscribes to your Podcast on iTunes…
Don’t suck.
If no one is leaving comments on your Blog…
Don’t suck.
If your bounce rate is high on your website…
Don’t suck.
If no one is clicking on your banner ads…
Don’t suck.
If people are unsubscribing from your email list…
Don’t suck.
If no one is checking-in to your physical space on Foursquare…
Don’t suck.
If no one is downloading your iPhone, Android, BlackBerry or iPad app…
Don’t suck.
Too many bad reviews on Yelp! or Amazon?
Don’t suck.
It’s pretty simple…
Don’t suck.
We live in a very different world.
Brands may be scared of social media, but it’s changing business and it’s changing consumers. Brands are transparent (whether they’re leading the charge on this or their customers are doing it for them). Too many brands are worried about dealing with customer service in social media and not worrying about the root of the problem: people are not loving whatever it is that they are selling. It’s time to innovate. The choice is simple: Use these channels to try to fend off the angry hordes or use these channels to build, connect, share, and grow.
The challenge is this: don’t suck.
About Mitch Joel
Mitch Joel is President of Twist Image — an award-winning Digital Marketing and Communications agency. He is also a blogger, podcaster, journalist, speaker, and the author of "Six Pixels of Separation." Mitch is frequently called upon to be a subject matter expert for BusinessWeek, Fast Company, Marketing Magazine, Profit, Strategy, Money, The Globe & Mail, and many other media outlets.
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…really? This is the best you have? This kind of sucks