I’m a consumer and DEMAND to be heard! Are you listening?

The following is a repost (with slight changes/modifications) of something I wrote earlier this year. Still relevant and I wanted to share with all of you.

The following happens all the time.

I just had an experience with your brand. Was it good, bad, ugly, what? Nonetheless, it was such an experience that I twittered my entire network all the juicy details; and guess what? I have over 400 followers. Additionally, all my Tweets get pulled into several other social networks that I actively participate in (Friendfeed, Facebook to name a few) as well as my blog. So you can be sure that my message – whatever it may be – will be shared everyone, everywhere I participate.

Also, that experience had such and impact on me that I am going to write a review on YELP. I really hope for your sake, the experience was a positive one.

Then, if I am feeling up to it, I am going to document my experience in my blog; and I do get substantial traffic via RSS (close to 400 subscribers or so) and from natural search.

I may even submit my post to Digg and then bookmark it in StumbleUpon. Then, I’ll go to my favorite search engine and search for your brand name. I wonder if anyone else had a similar experience. I am beginning to get curios; and may even chime in if I feel the need.

And then if I have time, I will send out a bulletin to my MySpace pals with links to my latest blog entry; right after I post a status message on Facebook of course. Lastly, I am sure that my experience will be a topic of discussion when we have friends over for dinner this evening.

and the moral of the story is …

• Consumers expect to be heard. It’s imperative that we listen, and act if it makes wise business sense.

• Consumers don’t necessarily go to web sites anymore; Google is their home page. Search your brand name. What are the results?

• Consumers trust each other more than the “so-called” authority. It’s a fact and we need to embrace it and learn how to deal with it.

• Consumers are now micro-casting: spending time communicating with their circle of influence, however large or small they may be. They are sharing their thoughts, ideas, passions, and yes … rants about our brands. We should start thinking about ways we can participate in these conversations without interrupting? Difficult task, indeed.

• Consumers are real people. Let’s treat them that way. Perhaps we shouldn’t even label them as consumers anymore; a person is a more accurate description anyway.

• Viral marketing is a great thing; but what measures is your company taking to ensure it’s a positive message and not a negative one?

Comments, suggestions, criticisms? Am I telling an accurate story here?

Did you enjoy this post? If so, please subscribe to our RSS feed