Does Word of Mouth Matter if a Business Isn’t Listening To It?March 26, 2008
Word of mouth takes place regardless of any controlled measures a business may take to control the messaging. Some companies go so far as to create their own corporate blogs as a way to counteract the negative comments that are so prevalent on user generated blogs. This is completely the wrong approach. Corporations tend to think of bloggers as the “lunatic fringe” that can never be satisfied. However, by being so dismissive, corporations squander an opportunity to turn negatively engaged business bashers into advocates and evangelists. In many instances the lunatic fringe have uncovered a flaw in the business plan, something that happens that creates a negative reaction. The raw data that comes out of blogs is probably the same sort of things being said about you in other mediums where people gather to share information and stories.
Note to small businesses, never be afraid of feedback from your customer even if it is negative. If you can turn the negative into a positive then you will have created a long term advocate for your business.