An email that I received this morning from an acquaintance of mine, shared an interesting situation and sought my opinion. I thought it might be useful to throw this open for comments from the community:
Someone this person knows wrote a negative review about a brand, based on a first-hand experience; the brand has challenged the claim, alleging malicious intent, and has threatened legal action.
The first reaction of many people might simply be “Let’s give it back to the brand.”
However, this episode is not an isolated case. It is symptomatic of an arriving divide between the brand and the consumer.
Where social media on one side, was expected (and does) to bring the consumer and the brand closer, it is also causing an opposite reaction – consumers are increasingly trigger happy, ready to abuse a brand at the slightest provocation (or without one); brands, sometimes scared, cornered, trying to protect their reputation/s and market, are sometimes unnecessarily defensive, or alternately extremely aggressive.
Please share your thoughts.
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