My friend Brian is wicked smart (as we say here in New England). He got into a nasty, drag out fight with DirecTV a few months back. But instead of cowering and cursing, he got creative.
Brian is the founder of a “I Hate DirecTV Facebook Page.” With over 200 fans and growing, the page has become a repository of venting and anger. DirecTV could have addressed Brian’s concerns, but instead they now face a small army of pissed off negative branding agents.
Brand Aid
We all know how powerful Facebook and other social media networks are when it comes to distributing information about niche and mainstream news and information. But what happens when CNN picks up the story?
That’s exactly what happened in this case. CNN published an article describing “How to Get TV Through the Internet” and mentioned Brian’s DirecTV page.
Not good.
People may not love Comcast, but at least they make an effort with the ‘Comcast Cares’ initiative on Twitter. It remains to be seen how DirecTV responds to the negative press headed their way. But this doesn’t just happen to big brands, so for all you executives, bloggers and 9 to 5ers out there, listen up:
You are a brand. Make sure to protect it!
If you do something stupid in today’s world, someone might just call you to the mat in a public forum. My advice is to address any negative reviews positively and quickly to take the oxygen out of the room. You do not want to allow a nasty comment the chance to gain legs.
Just Be Real
Yes, it’s as easy as ‘being real’. If you are a brand, business or organization, dispense with the lawyer speak and talk to people in way that is genuine and empathetic. Otherwise your words may ring hollow and can even make the situation worse.
How are you managing your brand?
