Do you Twitter? If you don’t, you should. If you don’t know what Twitter is and don’t know why you care, check out the post that Michael Hyatt from Thomas Nelson Publishers wrote wrote about it and then go set yourself up. Our Twitter name is “Brambleberry.” We’d be delighted if you joined our merry group of Soapy Twitter Friends.
If there was any doubt about the validity of Twitter as a the next form of crowd consensus and movement, the #MotrinMom debacle from today pretty much crushed it. Don’t know about the MotrinMom debacle? It’s okay. As of a few hours ago, Motrin didn’t either.
The details aren’t all that important (but if you really care, there’s a round up here or here). The outrage will be lost in the shuffle and the next headline will replace the indignation that slingwearin’ happy mammas are feeling right now. And eventually, everyone will go back to buying Motrin.
But for now, there’s a lesson in this debacle for anyone running a business: Brand Management Matters. Do you know what people are saying about you online? Are you monitoring MySpace, Facebook and Twitter for mentions of your name?
1. Start a Twitter account. It’s painless. It’s free. And, it can be a great connector, should you choose to use it.
2. Monitor your brand on Twitter here. Don’t get all uppity and defensive if someone has an issue. Take care of it openly, honestly and with an attitude of humble servitude. If you’re not willing to check your ego at the door, forget I said anything about brand management and go back to your comfy hiding space under your big rock.
3. Monitor your brand with Google. Set up a Google Alert. Better yet, set it up for your name, your business name and any major competitors you’d like to track.
That’s it. You just started an official Brand Management Strategy. It’s painless. It’s easy. And, it’s done. When you are graciously given an opportunity to improve on your customer service, think of it as a gift and a blessing. After all, before tonight, you wouldn’t have even known anyone was saying anything about you. And now, you have a chance to correct it before it becomes the next #MotrinMom debacle.
(You did do everything I just suggested, right?)