This is something different after the string of movie reviews, we will be discussing customer service and the effects that Social Media has on it. The rise of Social Media has made providing a good customer service experience ever more vital. If your customer is an avid user of Twitter or Facebook and an owner of a smart phone, any failure or success can be reported to the world at large instantly. This can be a powerful marketing tool that gives potential customers real life reviews of your products and services by actual users. In my personal experience I would trust more in reviews made by users and customers like me, than on reviews made by journalists. One great example from my life is Deus Ex: Human Revolution, a game that I purchased based on a Lets Play video on Youtube by some random guy I have never met in real life. This is the first game in years that I bought that wasn't from the bargain bin and it solely happened due to me seeing someone else having a good time playing it.
On the downside negative experiences shared can have devastating consequence to your business. For example if I were to invest my money on something, the last place I would go to is Alexandria Bank, largely due to learning from customer experiences of other people. Based on customer comments I see Alexandria as a cut-throat sales organization that is looking only at their own bottom line. That doesn't sound like the type of people I want managing my investments. But these experiences are not what inspired me to write this. Alexandria isn't the worst example out there, they are a successful banking company largely due to them being cutthroat sales people. No there is an infinitely worse example how bad customer service and online PR can lay waste to your tech start-up.
Enter Ocean Marketing. You can read the whole story here. For any studying marketing this should be hilarious. http://venturebeat.com/2011/12/27/ocean-marketing-how-to-self-destruct-your-company-with-just-a-few-measly-emails/
Not only do these people completely fail at communicating with their customers, they also manage to piss of the founder of an influential gaming site, a rather important communication channel for a start-up that is trying to market a gaming peripheral. To add to compound their disaster nearly all of the emails are possessed by the sort of bad grammarz that are prime building material for internet memes. And guess what a bunch memes have been spawned out of this incident , here is one of them.
When your business has failed so badly that you are the unwitting father of several not so flattering internet memes, it is time to say goodbye to your career in e-commerce and find a new one. The amount of stupid shown by these people it is clear that a good career move would be to become a test subject for psychological experiments on human stupidity. Failing that other types of medical experiments would work as well. This way these people would contribute to the society at large in a more meaningful way than just being a cautionary tale for marketing textbooks and an internet meme.
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