Blog Marketing Airs Dirty Laundry

Peter Ejtel take on the changing nature of communicating with your customer really hits the mark.

“What some businesses are catching onto is that having dirty laundry aired in public allows them the ability to also publicly show how they addressed the concern, fixed the issue, and also have the opportunity to express how they will never allow this to happen again. We all make mistakes and your customers know you do too even if you never let them know about it. Doing this publicly allows you to develop a sense of trust with a broad audience that would have taken years to develop individually through a "controlled" information environment.
That is a truly powerful thing and a marketers dream come true... Imagine being able to take every single negative customer experience and turn that into a positive outcome further strengthening your relationship with them and ten others. Before blogging that never would have been possible.�?

Companies are really starting to use blogs to build better products and companies. Now with the instant and easy publishing nature of blogs, companies can accept and respond to constructive criticism much more easily. However, it will take a lot of resources to monitor both comments from customers and negative or constructive companies about a company out on forums or in the blogosphere. Companies need the tools and frankly the manpower to do both.

Posted by johncass at July 7, 2005 6:18 PM