Why Squeaky Wheels are Good for Business
Sometimes Twitter and Facebook sound like one big group therapy session. Consumers have figured out that complaining works, and companies are so terrified of becoming a punch line (see: Amy’s Baking Company’s Facebook meltdown, KFC’s viral rats video, BP’s parody Twitter account) that they’ll pretty much do anything to avoid the next social media scandal.
In reality, a cranky community can actually be good for brands, and what consumers are complaining about actually tells executives more about their business than millions of dollars in research ever could. In this session Kam Desai, the co-founder of the social intelligence firm newBrandAnalytics, talks about the five ways a “squeaky wheel” can ruin a brand – and five ways businesses can make it a win instead.
Additional Supporting Materials
- What are the most five important and unexpected ways that an unhappy customer can damage my brand?
- What five things can I do with negative online feedback from customers to improve my business and my relationships?
- What is the most important thing I can do to win back an unhappy customer?
- What are the most horrific examples of "squeaky wheels gone wild," and what could have been done to save them?
- How do I turn a negative online exchange with a customer into more revenue and more loyal brand advocates?
- Kam Desai newBrandAnalytics
Jessica Klenk Merritt Group
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