An interesting observation from one of my colleagues this morning – when people interact with a brand on Twitter, it’s usually to complain.
If I think about my own interactions with brands through social media, then it’s probably as follows:
– I have conversations with individuals who happen to work at brands
– I shout to my followers about poor experiences I have with brands, half-heartedly expecting some sort of response from the brand (but not generally getting it: YES YOU, MUJI!)
– I occasionally will talk glowingly about good experiences with brands or their products (with similar expectations as with complaints)
Do I ever have a conversation with a brand? Well, no.
I want to have conversations with people, not mere legal entities.