April 21, 2015Organizations should treat social media as they would any other electronically stored information and assume it is potentially discoverable. Und...
March 26, 2015Feeling overwhelmed by the massive amount of customer feedback data you’re collecting? You’re not alone! Many businesses are struggling to find...
February 20, 2015Symantec, the global technology security provider, needed to provide its global customer base access to social customer service. They were...
February 20, 2015An Employee Advocacy program has value beyond your company’s marketing department. The community you build will be the single most important...
Mar 5 Posted 12 months ago
If you feel like you have been cheated, lied to or abused by Fitbit, please join our new community, where you can share your your photos and experience with others who have suffered like you.
Fitbit has been censoring damaging customer comments on their own Facebook page, so we made out own support page. We promise we will keep out community comments uncensored.
Come visit and Like us here:
Feb 26 Posted 1 year ago
Thanks Chris. Great example. I'm a Fitbit customer and it's disappointing they don't get it.
Feb 25 Posted 1 year ago
The fundamental error that many companies are making is failure to appreciate the power of social media.
They think they can pick and choose which bits they use: utilise a Facebook page to draw in customers or Twitter to market themselves, but fail to deal with the consequences.
The old saying is you get back what you put out, so they should not be surprised if they put out products that have a perceived range of faults but fail to address the issue when raised on the very media they court.
The communication point is a good one. Gaps in communication are always filled with rumour and speculation, but in the Brave New World of high speed techmedia they are also filled with rapid and often damaging facts which are contrary to the health of a company.
Lululemon are a great example. This very day I had to return two pairs of shorts that are beginning to disintegrate. I bought them two years ago. The shop manager said she had worked there for seven years and never heard of the five years guarantee. I guided her to their own website; it's there if you look hard enough!
No need to mention the disastrous recall of the see-through yoga pants and the "Come into the shop, bend over and we'll look into them", story. Why not? Because we all read about it on Social Media.