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Today I had the great opportunity to once again have Bruce Philp author of the Consumer Republic on my social media podcast. I was so inspired by our conversation I actually reworked my Socialized! Lunch presentation today to include some very important thoughts that Bruce shared about the future of brands and the true power consumers now hold in their hands.
The idea for this podcast discussion really came from a couple of tweets I posted about Groupon’s recent off-color marketing tactics and my disappointment that their response and handling of comments and complaints seemed to be more about sanitizing and denying versus engagement and authentic apologies. (Still not happy with Groupon’s Super Bowl Ads this was the icing on the cake) Bruce’s question to me at that point was; “what if consumers become discouraged and no longer engage?” (because of this type of corporate response online.) I invited Bruce back on the show to talk about the “Consumer Republic” and answer this important question.
During the podcast the conversation quickly turned toward so-called social media experts bloggers etc. who are often the first to criticize a brand, but personally don’t walk their talk in regards to engagement or even responding to blog comments and tweets. (I’ve been personally guilty more than once of not returning an email or a phone call due to huge volumes of in-bound tweets and inquiries.)
Have a listen to the podcast and let me know what your thoughts are on the subject. A huge thanks to Bruce Philp for logging on and having the conversation as well.