Comments on: Joining the conversation http://www.ryananderson.ca/2006/06/25/joining-the-coversation/ Web strategy, design and communications. Thu, 12 Jan 2012 04:15:52 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Ryan http://www.ryananderson.ca/2006/06/25/joining-the-coversation/comment-page-1/#comment-8 Ryan Wed, 28 Jun 2006 00:31:28 +0000 http://www.ryananderson.ca/2006/06/25/joining-the-coversation/#comment-8 I'm sure they're back to being the best lock on the market - I have no doubt about that. My point isn't even really about this particular issue, but about dealing with negative online PR. Whether they didn't know about it, or they weren't able to respond in time, by letting the conversation go on without them, they took a big blow to their reputation. Maybe simply replying to some message boards and blogs wouldn't have fixed everything, but it couldn't have hurt. As it stands, they're well known (fairly or otherwise) as the poster company for ignoring word-of-mouth. Who knows? Maybe next time I need a bike lock, I'll go for the Kryptonite. I’m sure they’re back to being the best lock on the market – I have no doubt about that. My point isn’t even really about this particular issue, but about dealing with negative online PR. Whether they didn’t know about it, or they weren’t able to respond in time, by letting the conversation go on without them, they took a big blow to their reputation.

Maybe simply replying to some message boards and blogs wouldn’t have fixed everything, but it couldn’t have hurt. As it stands, they’re well known (fairly or otherwise) as the poster company for ignoring word-of-mouth.

Who knows? Maybe next time I need a bike lock, I’ll go for the Kryptonite.

]]> By: Jeremy Pepper http://www.ryananderson.ca/2006/06/25/joining-the-coversation/comment-page-1/#comment-7 Jeremy Pepper Tue, 27 Jun 2006 23:28:43 +0000 http://www.ryananderson.ca/2006/06/25/joining-the-coversation/#comment-7 You shouldn't have avoided them - actually, you should have bought them, because they spent the R&D to put out a new lock, made good with their customers, and more. Bloggers love to point to that story and show how powerful blogs are. The story broke on a bike message board, and was being addressed by the company. Good PR in anyone's book. When they found the problem, they researched it, and fixed it, all the while replacing old locks. That's customer service and good corporate responsibility. You shouldn’t have avoided them – actually, you should have bought them, because they spent the R&D to put out a new lock, made good with their customers, and more.

Bloggers love to point to that story and show how powerful blogs are. The story broke on a bike message board, and was being addressed by the company. Good PR in anyone’s book.

When they found the problem, they researched it, and fixed it, all the while replacing old locks. That’s customer service and good corporate responsibility.

]]> By: Ryan http://www.ryananderson.ca/2006/06/25/joining-the-coversation/comment-page-1/#comment-6 Ryan Tue, 27 Jun 2006 19:24:51 +0000 http://www.ryananderson.ca/2006/06/25/joining-the-coversation/#comment-6 Thanks Jeremy - I look forward to it. :) To be honest, I only know the bare bones of the story as it's been retold. It was enough to make me avoid Kryptonite when I bought a bike lock last month, though. Thanks Jeremy – I look forward to it. :) To be honest, I only know the bare bones of the story as it’s been retold. It was enough to make me avoid Kryptonite when I bought a bike lock last month, though.

]]> By: Jeremy Pepper http://www.ryananderson.ca/2006/06/25/joining-the-coversation/comment-page-1/#comment-5 Jeremy Pepper Tue, 27 Jun 2006 19:14:40 +0000 http://www.ryananderson.ca/2006/06/25/joining-the-coversation/#comment-5 Welcome to the blogosphere. And, well, we can argue about Kryptonite later. :) Welcome to the blogosphere. And, well, we can argue about Kryptonite later. :)

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