Democracy is happening online, because every time a comment is made—change is imminent or entirely avoided. Today’s marketing is customer service and though this isn’t new to the digital PR attendees of the world, it still sends the majority.
A person’s comment is now so much more powerful than what a marketing research team gathers from a paid-for focus group. Yes, those TV ads do say these people weren’t paid for the ad, but who wouldn’t love having their mug on TV? I raise my hand in embarrassment.
The new integrated strategy that should be part of every campaign (starting with research) is comment moderation. The tactic-- subscribing to the RSS feed comments pertaining to your client, your client’s product or service, and topic of interest for your targeted media contacts. Boy would that save you time and energy in place of your exhaustive search on Google’s front page.
Consider scrolling below those USA Today or New York Times articles, those blogs tied to top 50 publications and reading the 21 or so complaints from customers who have really experienced the journalist’s cutting jest about a service or this-just-in bad news. It may come as a shock to hear that your customers don’t want flare; they want simple. In immediate response, you change those key messages and give your product, service or simple PSA announcement (are those still happening?) a makeover.
It’s time to listen to your customers online. Remember they are your audience and can turn to or away from you—if you don’t hear them.