Use Social Media to Listen To Your Customers, or They'll find Somebody Who Does.



Use Social Media to Listen To Your Customers, or They'll find Somebody Who Does.


WEB-164

We have two ears, but only one mouth. There's a reason for that.


It's a classic cliche. The Barker with a megaphone in his hand, telling everyone that he's got the greatest thing since sliced bread.

Very few companies use Megaphones and Barkers anymore, but sometimes it seems like they still use the same techniques to communicate with their customers. Instead of standing on soapboxes with megaphones, they send out emails and press releases, and hold big events to shout to the world about how great they are, but they don't seem to listen to customers anymore.

When social media came along, a lot of companies simply shouted the same messages in worthless blasts designed to wow their customers. They sprinkle in a few clever jokes, photos and videos and they think they've mastered the media.

The truth is, most companies are still using social media as a one way form of communication, and they completely miss the opportunity to truly engage their customers in meaningful dialog that would not only solve problems, and improve their customer relationships, but actually give them a chance to improve their company and it's products.


To unlock the full potential of social media, companies have to visualize their megaphones facing the opposite direction, so they can be used to listen to their customers.

Apple's #MBP2011 Problem


Here's a classic example of a company that is masterful at using media to talk, but has a bad reputation for not listening.

About a month ago, my 2011, 17" MacBook Pro completely stopped working. I wrote about it at the time, but I never gave the details. Today I'll expand a bit.

What happened to me wasn't unique, but what turns out to be a widespread issue with certain MacBook Pro models made that year that included upgraded graphics boards. In a nutshell, a huge number of them are failing right now because of a defective part that overheats.

This is a very widespread problem. I found over 10,000 posts written about it on Apple's own support site, but the funny thing is, in spite of those 10,000 posts, which have been read millions of times (by customers), Apple hasn't listened to any of the customers asking for a solution.

The common thread is that they all paid as much as $3000 for a computer that won't even turn on. For those willing to pay $500 or more to fix it, the replacement part is only guaranteed 90 days, and according to the posts, most of those parts are doomed to fail too.

These customers are not happy, and they are venting it out in the open on Apple's own web site, plus social media, and they have started creating online petitions, web sites and even a class action lawsuit to try to get Apple to at least acknowledge the problem. All we ask is that if our $3000 computers continue to fail, that they will at least cover the costs of the replacement parts for the next 3 years, instead of 90 days.

The longer Apple waits to acknowledge the problem, the more they upset their power users.

This is what my MacBook did just before it completely stopped working.

This is a screenshot of my MacBook Pro 2011, once the video card stopped working. There are images like this and others all over the web and in spite of all the phone calls, emails, tweets, web sites, blogs, petitions and Facebook posts, Apple hasn't acknowledged it.

At least some MacBook Pro customers have a sense of humor about it.

This was my original blog title image, but I realized this is a lesson everyone should learn, not just Apple.

Here's some of the recent things people are writing about this right now, yet Apple hasn't said a single word about the problem. Since buyers of their "Pro" line are their biggest advocates, it makes you wonder why they still aren't listening.

Widespread 2011 MacBook Pro 'failures' continue: Petition for fix surpasses 20,000 signatures

Time Magazine: Everything You Need to Know About the Apple MacBook Pro Lawsuit

Facebook group

Facebook Page

BreakFree.cc - Website devoted to the MBP2011 problem

A Twitter account centered around the problem. There are also many #MBP2011 hashtags on other accounts.


, Founder

Related Media:
Media139Media140Media141

(Reply N/A) (Edit Topic N/A) (Like Topic N/A) [0 ] 5405 Views

Related Posts

Business(31)
Social Media(34)
Tips(34)


Subscribe Via RSS
User Icon Posted: 11/29/2014 10:32:15 PM
From: , Founder - Staten Island, NY

P.S. This post isn't just about Social Media... or even companies.


Here's a bit of insight about how this post came about, and how I changed it at least 3 times.

In my original I just wanted to point out how everyone should learn the fine art of listening. As I said, we have two ears and only one mouth. Wouldn't it be great if we could all use them in that ratio?

I changed the focus to why companies should listen to customers, because I think more of us can relate to that.

Then I started venting about Apple's MBP 2011 problem, and that took me to social media.


(Like Reply N/A) [0 Likes]

Leave a Comment

Title (optional)
To post your comment, just log in or Instant Register

Instant Registration / Login

Email Address (Required):

You are not logged in.


Top 25 Posts
* Note: The ideas on "Idea of the Day" were posted without any formal research into existing inventions.

In some cases, patents may already exist for these ideas, in other cases, there may not be any existing patents and you are free to develop and explore the viability of developing and patenting the ideas.

The authors make no claim that any of the ideas are safe, practical, or suitable for any particular purpose. You are responsible for the results of trying, developing, patenting or using any of the ideas on this site.

For some people, our ideas are just an interesting read, but our goal is to encourage you to take action. If you see an idea that you like, do something with it... Take action.


- Joe
Subscribe Via RSS


Categories

(1)
Entrepreneur(1)
Entrepreneurs(1)
3D Printing(1)
4K(3)
7-Eleven(1)
Accessories(2)
ACH(1)
Acid Indigstion(1)
Advertising(1)
Airlines(3)
AirPods(1)
Airports(1)
Alexa(5)
Algorithms(3)
Alka-Seltzer(2)
Amazon(30)
Amazon Alexa(1)
Amazon Echo(7)
Android(17)
Animals(1)
Antacids(2)
Anti-Viruses(1)
App(1)
App Store(2)
App Stores(3)
Apple(169)
Apple Radio(2)
Apple TV(16)
Apple Watch(16)
Apples(1)
Apps(57)
Art(1)
ATM(2)
ATMs(1)
Atticus Finch(1)
Auctions(1)
Audible(2)
Audio(4)
Audiobooks(3)
Auto(1)
Autocorrect(1)
Automation(1)
Automotiv(1)
Automotive(16)
Awareness(1)
Backups(4)
Bacon(1)
Bad Ideas(1)
Baking Soda(1)
Balogna(1)
Bank Fees(1)
Banking(20)
Banks(3)
Baseball(3)
Baseball Cards(2)
Basketball(1)
Bathroom(2)
Bathrooms(10)
Batteries(1)
Behind the Scenes(4)
Ben Kenobi(1)
Beverages(3)
Big Brother(1)
Big Data(4)
Bing(5)
Bio Foods(1)
Bitcoins(1)
Blog(1)
Bloom County(1)
Bluetooth(6)
Books(3)
Bottled Water(1)
Brain Science(2)
Brainstorming(2)
Branding(3)
Bread(1)
Broadway(1)
Browsers(5)
Bugs(1)
Bumper Guards(1)
Bundleware(2)
Burger King(2)
Business(31)
Business Cards(1)
Business Ideas(2)
Businesses(2)
C-3PO(1)
Cable TV(9)
Camera Makers(1)
Cameras(1)
Car Makers(5)
Car Rentals(1)
Car Wash(1)
Cars(40)
Cash(1)
Casinos(1)
Cat Videos(1)
Cats(5)
CB(1)
Celebrity(1)
Cereal(1)
Chat(2)
Checking Accounts(2)
Cheez Doodles(1)
Chewbacca(1)
Children(1)
Chinese Food(1)
Chipotle(1)
Chrome(3)
Chromecast(1)
Clean Streets(2)
Cleaning(4)
Cleanliness(13)
Cleanup(1)
Cliches.Fun(1)
ClickBait(1)
Clinton(1)
Clothing(3)
Cloud(8)
Clutter(10)
Coats(1)
Coffee(1)
Cola(1)
Collaboration(1)
Collectibles(3)
Collecting(2)
Comedy(2)
Comics(1)
Common Sense(32)
Communication(3)
Companies(1)
Compatibility(1)
Computers(3)
Computing(103)
Condiments(1)
Consumer Awareness(1)
Consumers(1)
Content Marketing(1)
Contract(1)
Convenience(1)
Cookies(4)
Cooking(3)
Costco(1)
Coupons(1)
Cracker Jack(1)
Creativity(7)
Credit Cards(4)
Crime(1)
Crowds(1)
Cup Sizes(1)
Dance Clubs(1)
Darth Vader(3)
Daylight Savings Time(2)
Debates(1)
Declutter(1)
Delivery(1)
Dell(2)
Design(1)
Dieting(1)
Digital Media(17)
Digital Rights(3)
Disabilities(1)
Disney(2)
DIY(3)
DMV(1)
DNS(1)
Dogs(3)
Domains(4)
Drinks(3)
Driver Safety(1)
Drivers(1)
Driving(24)
Dropbox(4)
Dumping(1)
Dusters(1)
DVD(1)
E-Ink(1)
E-ZPass(4)
Earworms(1)
eBay(2)
Echo(4)
Economy(1)
Education(7)
Efficiency(1)
Election(10)
Elections(2)
Electoral College(1)
Electricity(1)
Electronics(8)
Elevator(1)
Email(34)
Emojis(1)
Encryption(1)
Energy Savings(1)
English(1)
English Language(1)
Entertainment(11)
Entrepreneur(1)
Equality(2)
Ergonomics(1)
Essentialism(2)
Excel(1)
Face Recognition(1)
Facebook(12)
FaceTime(7)
Fairness(1)
Fake IRS(1)
Fake News(1)
Families(1)
Family(3)
Family Values(1)
Famous Amos(1)
Fans(2)
Fashion(2)
Fast Food(32)
Fax Machines(1)
FBI(1)
FDA(6)
Fear(1)
FedEx(2)
Feedback(1)
Festivus(1)
Finaince(1)
Finance(21)
Fire Prevention(2)
Fire Trucks(1)
FireFox(3)
FitBit(3)
Fitness(1)
Fixes(1)
Flash Drives(1)
Flash Storage(1)
Food(54)
Food Safety(1)
Foodie(14)
Foodies(4)
Football(1)
Fraud(5)
Fun(32)
Fun Fact(1)
Fundraising(2)
Funny(9)
Furniture(1)
Fusion(1)
FYI(1)
Gadgets(6)
Game Consoles(1)
Games(1)
Gaming(2)
Garage Band(1)
Garage Doors(1)
Garden State Parkway(1)
Gas(2)
Gas Detectors(1)
Geeks(1)
Generation Gap(1)
Generic Drugs(1)
Gifts(1)
Gluten Free(1)
Gmail(27)
Golf(4)
Google(31)
Google Radar(1)
Government(3)
Government Abuse(1)
GPS(8)
Graphic Design(1)
Greeting Cards(2)
Groceries(1)
GTD(2)
Gun Control(1)
Gun Permits(1)
Guns(1)
Hacking(3)
Hand Dryer(1)
Hand Sanitizers(3)
Hashtags(2)
Hats(2)
HDMI(1)
Headsets(1)
Health(17)
Healthcare(7)
Hearing Aids(1)
HFS+(1)
Hiring(1)
History(2)
Hoarding(7)
Hockey(1)
Holidays(2)
Home Automation(1)
Home Improvement(9)
Home Theater(1)
Honesty(1)
Horror Movies(1)
Hospitals(5)
Hotels(2)
Household(1)
How-To(1)
Howard Stern(3)
HP(1)
HTML(1)
Hulk Hogan(1)
Human Resources(1)
Hygiene(1)
Ice Cream(3)
Iced Tea(3)
Icee(1)
iCloud(4)
ID Cards(2)
Idea of the Day(2)
Ideas(10)
Identity Protection(1)
Identity Theft(5)
Immigration(1)
Improvements(105)
Improvvements(1)
Imrovements(1)
Imrpovements(1)
Imrprovements(3)
Inspiration(44)
Instagram(2)
Integrity(1)
Intel(1)
Internet(14)
Internet Of Things(1)
Internet Radio(1)
Internet Trolls(2)
Interpreters(1)
Inventing(1)
Invention(7)
Inventions(65)
iOS(83)
IOT(1)
iPad(9)
iPhone(60)
iPod(3)
Iron Man(1)
iTunes(5)
iTunes Radio(1)
Jackass(1)
James Bond(1)
Java(1)
Jerry Seinfeld(1)
Jobs(5)
Joke(1)
Jumper Cables(1)
Junk(1)
Kaizen(1)
Ketchonnaise(1)
Keyboard(2)
Keyboards(6)
Keys(1)
Keywords(1)
Kids(2)
Kindle(6)
Kindness(1)
Kitchens(1)
Klondike Bars(1)
Kurt Vonnegut(1)
Landline Phones(1)
Language(2)
Laundry(1)
Lawnmowers(1)
Laws(10)
Leadership(2)
Lean(1)
LEDs(1)
Legal(3)
Leonard Nimoy(1)
Libraries(1)
Life Lessons(2)
Light Bulbs(1)
Lightning(1)
LinkedIn(2)
Local(2)
Lottery(1)
Love(1)
Loyalty Cards(3)
Mac(33)
Mac vs Windows(1)
MacOS(11)
Macs(2)
Mailboxes(1)
Malls(1)
Management(2)
Manufacturing(1)
Maps(1)
Marketing(6)
Mashup(2)
Mattresses(1)
McDomalds(2)
McDonalds(20)
Meat(1)
Media(20)
Medical(2)
Medicine(1)
Memorial Day(1)
Memory(1)
Memory Cards(1)
Messaging(1)
Mexican Wall(1)
Mexico(1)
Microsoft(46)
Microsoft Office(3)
Millennials(1)
Mini-Golf(1)
Minimalism(5)
Mission Impossible(1)
Mobile(84)
Money(2)
Money Saving(1)
Monitors(3)
Monty Python(2)
Motivation(1)
Movie(1)
Movies(39)
MP3(1)
Mr. Rogers(1)
MTV(1)
Music(8)
Netflix(4)
Networks(6)
New Years(1)
News(6)
Newsfeeds(1)
Newspapers(1)
Nike(1)
Nintendo(1)
NJ(2)
Nostalgia(9)
Note Taking(1)
NTFS(1)
Nursing Homes(3)
Nurtrition(1)
Nutrition(5)
Nutrition Labels(1)
Nuts(1)
Observation(1)
OCD(1)
Office Equipment(1)
Office Supplies(1)
Offices(1)
Oldies(1)
Online Security(5)
Online Shopping(1)
OpenDNS(1)
Operating Systems(9)
Opinion(11)
Opinions(1)
Oracle(2)
Oreos(1)
Organization(2)
Organizing(2)
OS X(23)
OSX(2)
Overdrafts(2)
P2P(2)
Packaging(2)
Pandora(2)
Panera Bread(2)
Paper Shredders(1)
Paper Towels(3)
Parental Controls(2)
Parenting(23)
Parking(2)
Parking Tickets(1)
Passwords(3)
Patriotism(1)
PayPal(1)
PC(3)
PDF(1)
Peer to Peer(1)
Periscope(1)
Perspective(1)
Pete Rose(2)
Pets(7)
Philanthropy(1)
Philosophy(9)
Philosphy(1)
Phishing(1)
Phone Makers(2)
Phones(4)
Photo Labs(1)
Photography(34)
Photos App(1)
Photoshop(1)
Pizza(1)
Play Store(1)
Playstation(2)
Plumbing(1)
Podcasts(2)
Politics(17)
Polls(1)
Pop-Tarts(2)
Popularity(1)
Post-Its(1)
Potato Chips(1)
Power(1)
Power Adapters(2)
Presentations(1)
Price Stickers(1)
Printers(2)
Privacy(13)
Problem Solving(2)
Product Ideas(1)
Product Packaging(1)
Product Safety(1)
Productivity(71)
Productivty(1)
Products I'd Love to See(1)
Psychology(4)
QR Codes(1)
R2-D2(1)
Radio(7)
Ransomware(1)
Rant(4)
Rants(84)
Rants.Cleanliness(1)
Reading(2)
Reality TV(1)
Recipe(1)
Recipes(3)
Recycling(1)
Refridgerators(1)
Religion(1)
Reminders(1)
Remote Controls(5)
Remote Desktop(1)
Remotes(1)
Renal Cars(1)
Respect(1)
Responsive Design(2)
Restaurants(9)
Restroom(1)
Restrooms(4)
Restuarants(1)
Resumes(2)
Retail(2)
Reviews(3)
RFID(1)
Ring Tones(1)
Rip Offs(9)
Rip-Off(1)
Rip-Offs(6)
Road Rage(1)
Rodney Dangerfield(1)
Roku(1)
Ronald Reagan(1)
Running(1)
Safari(2)
Safes(1)
Safety(45)
Samsung(2)
Saturday Night Live(1)
Scams(1)
ScareWare(1)
Schools(3)
Science(9)
Science Fiction(8)
SD(1)
Search Engine Results Page(1)
Search Engines(13)
Security(40)
Security Questions(1)
Seinfeld(1)
Self-Driving(1)
Self-Driving Cars(3)
Selfie Sticks(1)
Senior Citizens(1)
SEO(4)
SERP(1)
Services(6)
Shaving(2)
Shipping(5)
Shoes(5)
Shopping(3)
Shopping Carts(1)
Silica(1)
Singers(1)
Siri(10)
Sirius XM(1)
Skills(1)
Skype(2)
Slot Machines(1)
Slurpee(1)
Smart Devices(1)
SmartPhone(3)
SmartPhones(2)
Smoke Alarms(1)
SMS(2)
Snacks(2)
Snapple(2)
Snow(2)
Snuggies(1)
Social Experiment(1)
Social Media(34)
Society(1)
Sociology(1)
Soda(4)
Software(4)
Software Development(1)
Sony(2)
Sorting(1)
Spam(8)
Spamalot(1)
Speakers(2)
Sports(13)
Sportsmanship(1)
Spyware(1)
Staples(1)
Star Registries(1)
Star Trek(5)
Star Wars(29)
Starbucks(1)
Statistics(1)
Stickers(1)
Sticky Notes(1)
Storage(4)
Stormtroopers(1)
Stoves(1)
Streaming(4)
Students(1)
Subscriptions(3)
Subway(2)
Success(1)
Sunglasses(1)
Swiffer(2)
Tablets(2)
Talk Shows(2)
Target(1)
Tattoo(1)
Teamwork(1)
Tech(7)
Technology(86)
Techology(1)
Telemarketers(1)
Telemarketing(1)
Temp Files(1)
Tennis(1)
Tesla(2)
Texting(12)
Thanksgiving(1)
The Far Side(1)
The Internet Of Things(1)
The Tile(1)
Theaters(1)
Thunderbolt(1)
Time Capsule(1)
Time Management(1)
Tip(1)
Tips(34)
Tires(1)
TLDs(1)
Toilets(2)
Toll Booths(1)
Toll Plazas(1)
Toll Tags(4)
Tolls(3)
Tom Cruise(1)
Tonight Show(1)
Tools(3)
Towels(1)
Toys(2)
Traffic(4)
Transgender(1)
Translators(1)
Traps(1)
Travel(4)
Trivia(1)
Trump(3)
Tutorial(1)
TV(27)
TVs(1)
Twinkies(1)
Twitter(7)
Two-Step Security(1)
Uber(7)
Umbrellas(1)
Unfair(1)
UPS(3)
Upset Stomach(1)
USB(4)
USPS(3)
Van Halen(1)
Vegans(1)
Video(4)
Video Conferencing(1)
Video Games(3)
Videography(5)
Videos(2)
Virtual PCs(2)
Virus(1)
Viruses(2)
Visual Studio(1)
Vitamins(1)
Vlogging(9)
Voice Recognition(1)
Voice Recorders(1)
Voicemail(2)
Volunteering(1)
Voting(2)
Vudu(1)
Walking Dead(1)
Walmart(1)
War(1)
Washing Machines(1)
Waste(1)
Watches(1)
Water(3)
Waze(1)
Web(17)
Web Design(2)
Website(4)
Websites(1)
WiFi(2)
WiFi Toilets(1)
Wii(1)
Windows(53)
Women(1)
Word(1)
Words(3)
Workplace(1)
Writing(2)
WWE(1)
XBox(1)
Yard Sales(1)
Yellow Pages(1)
Yoda(1)
YouTube(17)
Zen(1)
Zip Files(1)
Zombies(1)

Recent Activity

30 last Posts
(Originals)