06 May 2008

Don't like this travel company? Then find a blog and post your thoughts!

I don't get many comments on this blog, and some I reject (not publish) because they are not relevant, but even though the numbers are small, a couple of comments submitted in the past few days have highlighted a clear trend - the way social media is used as a platform by disaffected consumers.

The two key points are:

  • The majority of comments submitted to this blog are a subjective complaint about bad practise by a company or organisation mentioned in the post.

  • All of those are made in response to a post which paints the company in a favourable or neutral light.

IE. If I pour scorn on British Airways, nobody adds their 'two-penny-worth'. If I mention Raphaels Bank, Qatar Airways or Nortours in a favourable light, readers queue up to denounce them.

It's easy to understand why, and easy to do. Until now individual consumers have had little or no voice for their complaints. Now suddenly they do. If you feel you've been ripped off, wouldn't you want to shout as loud as you can? All you have to do is use a search engine to hunt for your target's name in blogs and forums, and post your complaint.

PR man, Neil McLean, is often warning companies to be aware of their online image in the new world of Web 2.0. I guess this is one of the reasons why.

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