The truth is that in the era of new media, we are all brand managers, responsible for its stature, resonance, and direction. While we may not retain control, we now have the ability to shape and steer impressions, answer questions, solve problems, and engender appreciation. And in the social web, brands are now expected to humanize and connect directly with everyday denizens to convey purpose, establish goodwill, and reassure communities that their voices are heard – The Myth of Control in New Media (Brian Solis)
The fear of lack of control has been one that many clients have had. By creating a place where customers can leave feedback, they fear that they’re providing a platform where negative things can be broadcast to other potential customers. The problem is, customers are already talking about you and your brand – either online or off. By providing a place where people can communicate with you, you’re creating a feeling of goodwill and opening the doors to improve the relationship with your customers (so they’ll, in turn, improve what they’re communicating to potential customers). Being involved with your customers is so important.
[Read more…] about Top Internet Strategy, Marketing & Technology Links – Feb 1, 2010