The Quisenblog

A lot is being said and written about Toyota’s recall of thousands of its units due to faulty accelerator pedals. The media is talking. Customers are talking. Late-night talk show hosts are talking. But Toyota itself? It’s not talking.

To be fair, Toyota spokespeople are talking. It’s just that they’re not saying anything. Peruse this ad that ran in this Sunday’s paper, and you’ll see what I mean.

While I have no doubt that Toyota’s intentions are good and that the company’s priority is the safety and satisfaction of its customers, one would never know that from the way the company is behaving. Its take-it-slow, let’s-get-to-the-bottom-of-this-and-have-all-the-pieces-in-place-before-we-go-public approach isn’t doing much in the way of maintaining trust. Customers have urgent questions now. Is my car affected? Is it safe to drive? When will it be fixed? What assurances can the automaker give me it is safe?

With all the questions that abound, not just from Toyota owners but from dealers, the media and the general public, this close-lipped approach is proving to be a violation of the trust Toyota has spent decades earning among the car-buying public.

The reality is this: if you’re not out there telling your story, somebody else will be. And you never know who that’s going to be. In these days of Social Media, where anyone with an Internet connection has a microphone, there’s going to be no shortage of commentary. But without a corporate voice, there’s no filter for this information, and the public is left with the uncomfortable feeling that, “There’s something Toyota’s not saying.”

Why is it when there is some major auto recall that the manufacturer gets sweaty palms about the whole notion of transparency? It is the ONLY thing that will contribute to maintaining/rebuilding the trust that is necessary to regain its former position. One need only go back to the Tylenol tampering episode of 1982 to see how it can be successful.

Adopting a “you-know-what-we-know” stance, if taken with the interests of the customer in mind, would go a long way to soothing buyer/owner/dealer anxieties and also nip a lot of the media finger-pointing and speculation in the bud. Accept the fact that you’re going to be fodder for late-night comedians for a while. Don’t stress the fact that some of the answers you’re giving are uncomfortable or uncertain. Trying to do business behind a curtain during a time of crisis management is opening the door to long-term erosion of loyalty.

Toyota’s #1 asset during this time is its base of loyal customers. But how can your most passionate owners stand up for you if they don’t know what’s going on?

From a practical standpoint, there’s a lot Toyota could commit to in order to minimize the damage to its reputation. Offering a 10% discount on new models when owners trade up from a recalled model. Offering an industry-best 10-year warranty, retroactive to 2009 models. Offering free upgraded loaners immediately to those affected.

But above all, be transparent. Take the attitude of, “If I were a customer, how would I expect the company to take care of me?”

It’s the feeling that “there’s something they’re not telling me” from all stakeholders here that is sewing the seeds for discontent.

Posted by Mickey

If you enjoyed this post, make sure you subscribe to my RSS feed!

Mickey On Customers crisis management, customer satisfaction, incentives, loyal customers, Social Media, Toyota recall, transparency, trust

If you are a loyal reader of The Quisenblog, you’ll recognize two of the subjects we harp on over and over: 1) the importance of being transparent, and 2) the importance of identifying opportunities to repurpose content.

In the spirit of each of these, we humbly present you with the following links (the “re-purpose”) to our favorite Quisenblog posts of 2009 (which, in the spirit of transparency, frees us up from having to come up with a new post during this short holiday week).

If you have a particular favorite that we missed, please let us know. Happy Holidays, everyone!

• On Creativity
• Mistakes of Action
• He Just Wanted Toast.
• What’s Your Story?
• Finding Your One Thing.
• A Penny For Your Thoughts.
• United’s Sour Note.
• The Social Media Manifesto
• Social Media turns the Media Funnel upside down.
• Action steps for getting your business started in Social Media.

If you enjoyed this post, make sure you subscribe to my RSS feed!

Mickey Ramblings 2009, favorite blogs, favorite posts, repurpose content, transparency

This week’s social media blog posts:
Monday: Seven ways to doom a Social Media program.
Tuesday: Co-Creating with Social Media.
Wednesday: Building Brand Evangelism through Social Media.
Thursday: Social Media and Reputation Management.
Friday: Now that you’ve engaged, it’s time to re-engage.

(This is the eighteenth in our series of Social Media posts for the month of October. We look forward to your feedback on this series.)

For marketers, these are exciting times. Never before in our lifetime has their been a sea change quite like we are seeing today with the rise and influence of Social Media.

As when other major changes in marketing came about (the advent of TV, the commercialization of the Internet), there is a steep learning curve for those on the forefront. In an attempt to help you flatten this curve somewhat, we present a handy list of things that could conspire to doom your nascent Social Media efforts:

1. Starting too big. You don’t have to eat the apple in one bite. Start out with the platforms you are most comfortable with. Don’t think that because Ashton Kutcher has a million Twitter followers that you need to be on Twitter. While you want to stay in your comfort zone, examine how others you know or follow use various social media outlets. Start a personal Facebook page and Twitter account and play around with them to see how they work. As you become more familiar with them, you may feel more comfortable sticking your big toe into them.
2. Focusing on platforms, not content. We’re on Facebook. We have six microsites. We have an email list of 100,000. So? The real question is, what are you using these platforms for? How are you using each to get fresh, relevant content to your followers? Each platform has its relative strength. Random, unfocused usage of tactics more often than not will deliver poor performance. There’s a lot of crap out there, and being on Twitter for the sake of being on Twitter isn’t going to build a following for you.
3. Viewing the online space as “another medium” for off-line tactics and content. Off-line media at its core is about intrusion: we will sneak this TV spot by you while you’re busy watching “Desperate Housewives.” That type of intrusion doesn’t work in the opt-in world of Social Media. Banner ads that lead to a corporate web site that provides no real value to the user is a case-in-point of a wasted engagement opportunity.
4. Not being transparent. Some organizations just don’t have it in them to cede the control of the communication to the user. Yet to be successful, you have to. Acknowledging only positive posts, or heavily moderating user created content is the fast track to digital irrelevance.
5. Not being available. Remember Motrin Moms? Sharing information via social media without someone there to interact is a giant NO NO! A “must have” when branding on social media is being available to your public.
6. Running out of steam. The landscape of Social Media is littered with abandoned blogs, inactive Twitter accounts, fanless Facebook pages and RSS feeds that go months without fresh content. Don’t just stake a flag across various platforms and move on. It says you’re not serious. Take an honest objective look at where your brand can make the biggest impact from a Social Media standpoint, while providing value to your target audience (remember, value is in the eye of the beholder). Even the best of intentions won’t create a blog post everyday, or a meaningful newsletter exchange every two weeks. Not every follower you have will find every posting or every new piece of content useful. The goal is to keep your platform presence relevant over time. Consider broadening your definition of “relevant content.” Redirect content created by others you have commented on. Invite others from your organization to contribute. Link to articles or content you think your audience may find interesting. Put together questionnaires or surveys for your followers to participate in, then report your findings back to them. Consider anything that will help you provide a solution for your followers.
7. Not being committed. For some, Social Media will represent a giant leap forward in connecting with customers, building loyalty and developing new avenues for brands to grow. For others, Social Media will represent an ill-timed dalliance into platforms they never quite understood. Their initial excitement will ebb as they come to see that building and maintaining a meaningful presence in Social Media requires real effort and commitment. They won’t give their Social Media profile enough resources. They won’t give it enough time. They won’t give it enough attention.

This is sort of the “bookend” post to the one earlier this month on the Social Media Manifesto. Keeping these two on hand and referring to them during the design and implementation of your Social Media program should give you confidence as you move forward.

Posted by Mickey

If you enjoyed this post, make sure you subscribe to my RSS feed!

Mickey Social Media availability, commitment, familiarity, off-line tactics, outlets, platforms, relevant content, relevant presence, transparency, user control