Comments on: Consumers Wield New Found Power – Is it Being Abused? http://expedientmeans.com/2009/11/07/consumers-wield-new-found-power-is-it-being-abused/ Tracking the convergence of society, media and technology Sat, 04 Feb 2012 03:55:51 +0000 hourly 1 http://wordpress.com/ By: Walter Adamson http://expedientmeans.com/2009/11/07/consumers-wield-new-found-power-is-it-being-abused/#comment-1033 Sun, 08 Nov 2009 06:39:01 +0000 http://expedientmeans.com/?p=2665#comment-1033 Nice analysis and nice visual. I think that a brand responding to an overemotional attack can take a number of angles – the most effective is to let other customer’s come to its defense, which means it has to have a loyal following, and another is to have a well executed “dual-strategy” where the social media is the one arm and a branded community under the brand’s control is the other. The art is to direct the most unreasonable or irrational discussions into the branded community where you can exercise more control.

Walter Adamson @g2m
http://xeesm.com/walter

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