What Should Casio Do in Response to Cory Doctorow's Post on Boing Boing
So what should Casio do now when the most widely linked and influential blog writes this just as they introduce a new product:
I'm an idiot. I bought another of these cameras, the S500, which is currently the top of Casio's line. It, too, has a screen that protrudes from the camera's body, and it, too, cracked within a month. The company is charging me another 90 pounds to fix this thing, and they've had it since October 4. No parts, you see.
So that's it for me and Casio -- it's a shame. The cameras are small, pretty and work well. But they suffer from flawed designs and a flawed manufacturer that treats repair customers like crap, and I can't think of a single good reason to go on giving them my business, no matter how cool this new six megapixel camera sounds.
Casio has a huge problem and they may not even know it. The above are the last two paragraphs of Cory Doctorow's post titled “Casio: cool cameras, terrible service -- buy something else” This is a full on crisis for Casio and their Exilim Digital Camera products as tens perhaps hundreds of thousands of potential customers have or will read this post. On any lessor blog this could be ignored but written by Cory on Boing Boing this is a problem.
What should Casio do in response?
They need to respond - Get a response put together within 24 hours and post-it somewhere where bloggers can link to it.
Engage Cory Doctorow in conversation - Send your response to Cory in hopes that he blogs about it. Apologize to him for his service problems and explain how you will fix the systemic problems. Don't send him a free camera! That will surely backfire. Bloggers want to be engaged in conversation not marketed to, spun or bought.
Solicit Feedback - Evaluate Cory's comments. Invite him and a small group of his expert friends (Cory has a lot of influential geek friends) to advise your company on how to make better products. You want to turn this negative into a positive and gain positive word of mouth in the blogosphere for future products.
Blog the entire process.
Companies large and small will increasingly face PR problems like these as bloggers and citizen reviewers build their following and influence. My best advice on how to be ready for this kind of very visible negative PR is to have already established a corporate blog that has already built a trusted communication channel and conversation with customers and prospects. If you aren't completely comfortable with the culture and practice of the blog world then consider outsourcing your blog to an experienced partner who can help you become an authentic voice in the blogosphere. As in any endeavor experience can mean the difference between a long painful DIY disaster or a much shortened learning curve and path to success.
October 25, 2005 in award winning blog, award winning design, award winning magazine, Award winning publications, Blog Outsourcing, blog publish, Blogging Tools, Building B2B Relationships, Building Customer Community, Business Marketing, Business newsletter, Current Affairs, Web/Tech, Weblogs | Permalink
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Casio should redesign their products so they don't break. And they should actually give realistic estimates on repair time. Nothing a customer hates more than not being told exactly what's going on and how long it will take.
Posted by: Jeff P | Nov 29, 2005 1:53:52 AM