You can’t influence the conversation if you didn’t attend the party. Social media is ONLY a conversation among a ton of people and anyone is free to join. A brand can’t shout from the corner of the room, or outside the house where the conversation is taking place, about how great they are. Imagine if a person did that. They have to discuss and engage and be witty and charming and admit mistakes and you know, be a decent human being. That’s what a brand is these days, a person – but the question is, are they a person we like? Do we trust them? Do we believe them?
I defend Verizon like my best friend. I’ve been with them for 16 years (since PrimeCo!) and no matter what wrong someone (rarely) may claim they did to them, I don’t care in the least. I’ve had too many great (not just good, but GREAT) experiences with them that, short of slapping me in the face during their be-speckled mascot’s, in-progress robbery of my home, I’m going to have their back. Can you hear me now?