If Brands Don’t Listen, Your Facebook Friends Will

I recently decided that I was going to own a game console.
Anyone that has been properly bombarded by marketing messages will probably tell that the fight in this field is between XBox (Microsoft), PlayStation (Sony) and Wii Nintendo). Naturally, my first task was to get informed about the different devices before executing.

I started off by reading online reviews but didn’t help much since all the consoles seemed to have clear advantages. The next step was to ask a couple of friends personally. I ended up hearing great things about PlayStation and Xbox (Good bye Wii).
On October 24th,  I decided to ask my Facebook and Twitter friends (with an obvious “I’m-ready-to-buy message) but, since I tagged the manufacturers, I really expected them to reach out to me first and help me decide or offer a special deal. I also used hashtags (#gameconsole #videogames) so my message could be discovered by other people or companies that might have wanted to help me.

The Results: Are you surprised at all?

Xbox, PlayStation and Wii never appeared. Maybe they’re too busy counting money and didn’t find time to help a prospect ready to buy
Their Facebook pages have millions of fans. The walls are restricted to their posts only so, we could say that based on that setting, they didn’t see my message.
But Twitter?
It’s very easy to see who’s talking to you on Twitter. It should be used by these brands as a customer service tool but hey, if you have a PR company, busy pushing messages there, they might have better things to do than talking to a prospect or customer, right?

Our post from last week was about Twitter for business and how your message gets lost. That was proven again in this experiment.
Facebook was clearly the only saviour. The platform facilitated the connection between my message and my friends (thank you guys!). Despite any comment we might have about Facebook’s algorithm, my post was clearly seen and received immediate feedback the very same day.

On November 6th, I bought an Xbox 360 game console (special thanks to Benito!) with an additional wireless controller through Amazon (Better price and free shipping).

What decision/s have your social media connections helped you made recently?

Comments ( 2 )
  • Russell says:

    You were hoping that the big three Microsoft, Nintendo and Sony would reach out to you regarding your posts but this is probably unlikely given that they sell their kit through channel partners. I’m not surprised that they didn’t respond and I’m not surprised that none of their channel partners did either given that most of them are like dinosaurs and working with ever tightening margins.nIt’s a good case study to show how a proactive retailer could get a march on their competitors by engaging more on social media. Play.com do it well but they’re the only one I’ve found that’s really using it and they tend t focus on Facebook.n

  • Channelship says:

    Thanks for the comment Russell.nI wasn’t hoping that the three of them together reached out to me but certainly at least one of them.nWhen I needed a webinar solution three years ago, I asked a question on LinkedIn Answers and the Microsoft team from Seattle reached out to me to help me decide.nIt doesn’t matter the structure of the company or how big or busy it is. When brands choose to open social profiles they must assume that people will talk to them and they must be there to answer, especially if it’s someone clearly willing to give them their business.nI was also very surprised not to see other players/retailers approach me. If play.com or Game.co.uk are doing a good job, how come they didn’t help me?nAt the end of the day, it wasn’t just about the transaction… I was also looking for a positive (brand) experience.

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