At least they’ve got the “listening” part right
Each social media strategy I create includes an essential element: listening. Chris Brogan said it best, in describing the key to listening in social media as “growing bigger ears.”
Personally, I’m a big fan of using my Google Reader account, tapping into blogs, searching Twitter, and setting up various Google Alerts. Although it’s a fair amount of ongoing effort, the rewards are big. Knowing what is being said about you and your brand on the internet is imperative.
In the case of Honda, listening gave them the power to talk back to their critics. Although Richard Read, in his car connection blog is quick to point out that Honda’s responses are far from ideal, I will give them points for listening. The true test is “what will they do now?” They have valuable information from informed consumers, some of who are Honda loyalists. Will they now take the time to respond thoughtfully to individuals, or groups? And what about the car? Will anything change based on the feedback? Back to you, Honda.
Gary Meldrum
