DASI

A few weeks ago we spoke about the United Breaks Guitars video that turned a disgruntled consumer, Dave Carroll into a one man PR disaster for United Airlines. Since then Dave has produced a second video, complete with a cast of 100 volunteers, all of whom were happy to give their time and expertise in the name of brand bashing. It’s the stuff to give even the most battle hardened of communications officers nightmares, and this next example isn’t exactly going to send them drifting off into a official company-line based slumber either..
This time the company involved is holiday giant Thomson and the consumer is a chap named Andy Sharman.

It’s a familiar pattern; consumer feels they have received very poor service, consumer complains, company does not respond satisfactorily, consumer decides to do something about it. The difference in this story was that Andy knows his stuff digitally, and as a result his damning blog post was particularly search friendly, so much so that it starting beating Thomson on related terms. If you typed in “Thomson” and “Tunisia” into Google, instead of the well honed ad copy Thomson no doubt pay good money for, the top result was Andy’s and over 10,000 people read what he had to say.

Unsurprisingly, at this point, the customer service department that had been apparently so slow to respond previously suddenly jumped into action and settled Andy’s claim, (although if you read his subsequent posts he clearly didn’t feel overly satisfied.) but it was too little, too late, the damage had been done. Thomson have now retaken top spot in the search rankings, but below that is a plethora of coverage all relating to this story and dominating the top ten results. Given the highly competitive nature of the holiday market, the effect of this type of coverage must be particularly painful.

It would be fascinating to know the effect something of this nature has on the bottom line for the company involved. Of course, it’s impossible to know how many people decided against Thomson after reading the review, and the company would never disclose figures, but you can guarantee it’s considerably more than the amount in dispute initially. This example, along with all the others, should be drilled into any customer service team on the potential implications of not dealing with complaints properly.

The key to solving them isn’t in the reaction- Thomson did settle the complaint, and they’ve been and left comments directly on the blog itself admitting their faults, but by then the power of Google had taken hold and once that happens the momentum is virtually impossible to halt. No, the key is to do the upmost to prevent them in the first place. In a society where one man’s opinion can have so much gravitas, there must surely have never been a greater importance in investing in customer services.
So while it’s a battle fought online, it’s a very real world problem that goes to the heart of a business, and another great example of the respect digital needs in the boardroom.

www.livingsasquatch.com

We like this for 2 reasons; because it is a nice idea and because it’s for a Jerky brand, and we’re big fans of dried meat based products at DASi.

The site was created by Australian agency www.boffswana.com. Fundamentally, it’s nothing groundbreaking – It’s the same technique that’s been around for a while now with some nice touches, but as I’ve mentioned previously what is key is that rather than the technology being the star, we’re now at a point where it’s mainstream enough that the creative element once again takes the lead.

The key to this piece’s success is its use of UGC, as it gives the campaign much more life and a far greater reach than it otherwise would have. Many campaigns which aim to become ‘viral’ fall down because of a belief that if you add the ability to forward something on, people will automatically do so; it’s just not the case. If your campaign provides no genuine element of interest, whether that is humour, competition, the ability to shock or reward the receiver, it’s liable to be a waste of time and money.

Living Sasquatch works so well because it gives the user the opportunity to be creative with what is a nice core idea, the creativity of the user is much more important that the fact it’s an Augmented Reality piece and this allows a far more mainstream appeal. As an agency head we met yesterday said, “The best technology is practically invisible.” It’s also fantastic to see they haven’t overly branded the site, I’m not sure it would have had the same effect if midway through the legendary Sasquatch suddenly whips out a packet of processed beef. Top Stuff.

I don’t imagine this is the last we’ll see of concepts similar to this, particularly as more agencies have a grip of the technology, driving down the cost in the market, but the interesting part will be who comes up with the next creative level.

Ford Fiesta First Date from Beto Lopez on Vimeo.

I picked up this story: http://ping.fm/WgHZV  off a tweet from the nice chaps at neoco, and it’s a decent example of how big brands are starting to really go after the social angle. 

In a nutshell, Ford in the US have given 100 people new Ford Fiestas to use in their day to day lives for the 6 months leading up to launch. Each of the ‘agents’ (as they are calling the test drivers) are documenting their adventures through a variety of social networking sites. To keep it more interesting than pictures of boots, sorry, trunks,  full of shopping they all have a range of ‘missions’ to complete – some of which were suggested by the public. The whole thing is packaged in a suitably dramatic title ‘The Fiesta Movement’. 

My personal opinion on this is a little mixed, it does feel a little too ’forced’ to me; the agents in the majority are annoyingly good looking and and it feels a little OTT so I get a slight ‘corporate attempting to be cool’ feel, but that might actually just be the American tone (have a look at the Dodge Ram challenge for another example) which to a Brummie like me is fairly alien.

It is undeniably though, a bold move at an incredibly difficult time for the automotive industry and they should be applauded as such. It wasn’t so long ago that this campaign would have been a very pretty but ultimately identikit full 3D minisite- full of flashy video and loading bars to boot.. 

As a final note, interestingly, Ford now have a ‘head of social media.’ I’d fully expect to see a few more of them in the next few months.