Consumer facing brands have come to realize the power of social media. Facebook, Twitter, LinkedIn etc. provide a window into the consumers' lives, and companies can utilize this to their benefit. However, some companies are still struggling despite real dollars being invested on this front. Are these struggles driven by a company's corporate culture, or just ignorance?
Below is a link to a series of gaffes by Bank of America on twitter. http://www.digiday.com/brands/bank-of-americas-epic-twitter-fail/
The company failed to utilize social media to create a personal link with the consumer, rather it further expanded the bridge created by the non-personal, "select five different options to speak with a real human" customer service.
Below is a link to a series of gaffes by Bank of America on twitter. http://www.digiday.com/brands/bank-of-americas-epic-twitter-fail/
The company failed to utilize social media to create a personal link with the consumer, rather it further expanded the bridge created by the non-personal, "select five different options to speak with a real human" customer service.
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