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  1. Jerry
    August 3, 2011 @ 1:53 pm

    “The distance between delight and disappointment narrows as it becomes easier for consumers to share experiences in social media. It’s no surprise that people like to be treated well.” I would also add that the distance between narrows when your product or service’s perception slips to be considered a commodity. This reduces tollerance and invites disappointment as a cornerstone to feedback and experience – meaning “opportunties to complain” rather than “opportunties to improve”. A business making one mistake is forever branded with feedback that is never deleted, thanks to the eternality of social media and marvel of Google’s index. While people do “recommend” a good experience to their friends on occassion, lengthy, passionate posts never seem to be in short supply. Has social media created an impossible bar? Has social media created a culture of complaining? Has social media molded us to look out for the problem, instead of enjoying the full picture? But, you are right, “people like to be treated well”. The begging question is “what is well?” – when it is subjective to the person, the moment, and expectations. Excellent post.

  2. John Feland
    August 3, 2011 @ 2:06 pm

    Jerry,

    Great questions! What we are finding in our work with clients is that social media tends towards the positive in most social media responses, which is why the negative comments tend to stick out so much. We’ll pull together a future post on the distribution of sentiment across the markets we have been watching.
    I will say, we rarely see a product recover from initial poor market response. As we mentioned in an earlier post, the HP Touchpad was one of the worst tablet launches this year. HP has taken this to heart and has recently “relaunched” with a new campaign and positioning that is more focused on how people actually use tablets rather than what HP believed the market would respond to the touchpad. Already we are seeing some mild increase in the sentiment around this product but to your point, it will take tremendous resource spend to recover from that initial stumble.
    Consumer do forgive, over time. The cliche is right, time heals all wounds, even those inflicted by bad experiences. Think of the number of products that Apple has released over the years with much fanfare but little actual spark. HP and others have the opportunity to make that investment as well.

    Thanks for sharing!

    John

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