With a little more time on my hands now, I have a lot of ideas for posts – so I’ll be blogging more in between home projects. (Bought a pressure washer yesterday – awesome. Of course, now I have to paint that fence. Less awesome.)
But a post from Paul Gillin caught my eye this morning as I reflected on things. On the CMO blog, in a post entitled ‘Why Brands Should Love Public Complaints’, Paul notes that companies need to recognize that negative comments are a part of the new interaction between brand and market, and that censoring those complaints can do more harm than good – because the only thing worse than a brand who doesn’t respond to your complaints is one that deletes the complaint, too.
Media are in a tough spot in this – because it’s so often that complaints are targeted at individuals within the organization. What’s been the number one issue brought up by commenters at my most recent news jobs? No question – wardrobe. Not editorial slant, not content complaints – clothing. The biggest other complaint? – personnel changes.