[What salespeople can learn from M1 social media crisis] Have you read this article titled Did M1 fail to address consumers’ iPhone social media rage? by Marketing? Useful read for all who are in sales. Cliff note version: M1 iPhone 6 pre-order page was down due to high traffic. And M1 consumers took to Facebook to air their complaints. One M1 customer said that it was not only the heavy traffic but rather, once a customer “beats the traffic and manages to enter into the pre-ordering page to submit details” they will still “meet with other obstacles” such as errors or bugs. Another commented this morning: “Till now you are still working on the situation? For those who failed to pre-order from your website you are expecting us to queue overnight on the 20th? What a joke. SingTel and StarHub are laughing now!” The reporter of this article claimed that An M1 spokesperson simply guided Marketing to its page where a statement was posted by the telco reading: “Thank you for your patience and understanding. We are continuing to experience high traffic and are working to improve the situation.” If you checked M1s facebook page, you will see a lot of disappointment as many were not able to pre-order their iPhone 6. One of them commented, iPhone 6 lost so is my relationship with M1 Though M1 is not entirely at fault BUT.... I feel they could have better manage this social media rage. I agree with what SocialMetric founder Marcus Ho said: EMPATHY is key in turning a crisis around. This pre-order campaign left a sour taste with consumers negativity lurking in the air. I recalled a similar incident that occurred with an airlines (they launched an online game promising free tickets). The game hung due to high traffic and many were logged out. Naturally, people were fuming mad. Yet, the airlines recovered well and turn this crisis into a customer-winning opportunity. First, the CEO personally apologised on video. Second, the airlines organised another round with an additional prize ticket. (Another powerful case study will be Dominos Pizza Turnaround) In todays business landscape where competition is intense, we cannot afford to lose a profitable customer. Because every customer you lose is a customer gained by your competitor. As a salesperson, you got to remember that what keeps your customers coming back (and referring) isnt just your products - unless you have a totally new product that no one is selling - but in the ENTIRE EXPERIENCE they have with you! In their minds, they are thinking: (i) Does this salesperson have my interest at heart? (ii) Does this salesperson know how I am really feeling? (iii) Does this salesperson truly care about solving my problems? (iv) Does this salesperson make me feel important? (or am I just a target?) (v) Does this salesperson value me? Until we can see from our customers Point of View and demonstrate empathy, we will always be struggling to attract and retain our customers.
Posted on: Mon, 15 Sep 2014 10:56:10 +0000
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