The (Twitter) Empowered Consumer

I just got the upgrade to Adobe CS5 yesterday. Yep, it was a pretty sweet day—until Photoshop CS5 started crashing my computer regularly. I couldn't do anything. I had to constantly restart my entire computer and with a few deadlines looming, my patience with the program got really short, really fast.

After talking with IT, it looked like all I needed was some upgrades, so I managed to work around it yesterday afternoon to hit my end of day deadlines and planned to update first thing this morning. IT graciously updated my computer early this morning before I even got in. Unfortunately, it didn't do a thing.

By crash number four of the morning, I was royally ticked.

What did I do? Well I tweeted my frustration of course. My computer was restarting—again—so I pulled out my iPhone and let Adobe have it—hash tagging everything I could. I wanted anyone considering the upgrade to know this was a very bad potential issue. That and I knew Adobe would here it—if they were social media smart.

Well darned if a guy from Adobe hadn't responded by the time my Firefox was up and running again. Good job Adobe. He also managed to steer me, and IT, to some links that eventually fixed the problem. It still took some sweat and some cursing before it managed to work quite right, but throughout I was able to communicate with someone from Adobe. He even offered to get someone in touch to work through the problem when things were not looking good.

The customer service component of Twitter is quite the phenomenon. Seriously, if you aren't on Twitter, you really should be—just for this aspect if nothing else. And if you're a brand that's not monitoring tweets like mine, you really should be—it can quickly escalate. Just ask Motrin.

The best part about Twitter-style customer service is the timing, the lightening speed that you get in contact with someone—no phone menus involved. The first time I experienced it was at a local restaurant that had built its business with Twitter—they sponsor local Tweet Ups, etc. I'll admit, I originally went there since I'd heard so much about it on Twitter. Well, it was my first time there and my dessert really sucked—it was a giant cookie and it was completely overcooked and dry. I'm not the type to outright tell my waitress that the dessert sucked, but I did tweet about it. The response was immediate—like within a few minutes. Unfortunately I didn't check my phone until I was on the way home, but I was able to express my annoyance and clearly have it heard and got an apology and a sincere effort to keep me as a customer. It made me much more likely to return.

What's the moral? Twitter is fast becoming the best way for customers to interact with their brands. It brings the brands to a somewhat personal level—even if you're just tweeting back and forth with the brand name. They have a personality and if it's done right, it really can make you feel like a valued customer, no matter how ticked you are.

The Gap's Brand Boomerang

Original Logo

New Logo

A little over a week ago the Gap suddenly announced a new logo. A very generic logo that boiled down their iconic brand to typeset Helvetica and a blue box. I wasn't a particular fan—my immediate reaction was why? Why do this to your simple, yet effective blue box? A simple Helvetica typeset only improves a logo if it was hideous or too busy to begin with—and that was simply not the case here. All it does is make it extremely generic.

I intended to post about it immediately, though a busy schedule both in and out of work prevented me from really having time to collect my thoughts about it. As luck would have it consumers on Twitter and Facebook ranted plenty for me and shockingly, the Gap did an about face last Tuesday, announcing that they were ditching their new logo in favor of the old one. Thank goodness.

Of course, that was after they ran a crowd sourcing campaign to design their new logo. Crowd sourcing is a cool idea, but maybe not the right approach for your core brand identity—you get a lot of crappy logos. Check out Brand New's post on it, they highlight some of the pieces. And if you scroll down, they'll give you a taste of exactly how generic that new Gap logo really was—by applying the same treatment to a number of other iconic brands. It made me laugh.

Kudos to Gap for swallowing their pride and relenting that what was probably months of hard work was misguided and hated by their target audience (assuming the whole thing was not a big publicity stunt as some have suggested). It really is an interesting study on the power of social media in today's consumer market. Everywhere from brands to politics, one false move can create an enormous wave of bad publicity and anger from the people you're trying to please.

All of LOST in 140 Characters or Less

If you've ever watched Lost or even heard about Lost, you know it's a twisted, complicated show that's captured millions of viewers—and it's ending on Sunday. The Atlantic is running a fun little competition asking people to tweet a summary of the whole show within Twitter's infamous 140 character limit. That's a bit of a challenge. I think it'd be difficult to summarize a single episode in that little space. The prize is simply a year subscription to The Atlantic magazine, but the real draw is the challenge of it.

Want to participate? Tag your tweet with #Lost140 or you can comment on their website. Here are a few of my favorites:

 David Lynch is finally given full writing, editing and directing control of Gilligan's Island. #Lost140 (@jpallan)
 

Disproportionate number of good-looking people on same plane. Crash. More good-looking people show up. Things go badly. Wonder why. #Lost140  (@VickyPaige)

Good vs. Evil, for all the magnets. #lost140 (@evanhr)

Magical Tweets

I'll admit it, I'm a Harry Potter fan. I read the books, saw the movies, bought the movies and then reread some of the books again. I love the stories and even as over-commercialized as the franchise has become, I still love it all.

Even if you're not as enamored with all things Harry Potter as I am, you have to give them credit for their recent Twitter application to promote the latest movie. Marketers everywhere are trying to figure out the best way to use social media to promote, but since Twitter and social media are driven by the consumer, it's a tricky beast. This current Harry Potter Twitter application, however, is a great blend of entertaining and promotional.

Essentially, you visit HarryPotterTweet.com and select one of four spells featured in Harry Potter and the Half Blood Prince to direct message (DM) to your twitter friends. If they click on the link in the DM, they'll see a fake version of their Twitter homepage followed by an animation of the spell being cast and a message from you. Unfortunately the messages are pre-written, but they have a variety of amusing and appropriate messages. Check out the thumbnails on the left to see the spell cast on me last week.

The only glitches with this clever application, are the inability to customize your DM and making the default "Check this out, it's simply magical. [URL]" so vague it's a little too close to spam. The application's been a bit slow to load at times too, causing spell victims to leave the page before the spell's animation has occured. Beyond those issues though, the idea and execution of this Twitter application is fantastic—the marketer's ideal blend of promotional and fun.

Sharpie Art

Sharpie has a new social media campaign site, Sharpie Uncapped, encouraging people to use their Sharpies to create art all over the place, from shoes to soccer balls to Barbies. It seems to be a permanent extension of Sharpie's Write Out Loud campaign from earlier this year. The big idea is great, but I don't think it's really working yet.

For one thing the home page is a little confusing. It seems to be mostly an aggregator for everything referencing Sharpie on YouTube or Flickr. If you venture over to the Uncapped Gallery area of the site, it invites you to submit your Sharpie art and promises the possibility of being featured in the gallery. It took me much longer than it should have to figure out that would be in the gallery's Sharpie Showcase, mostly because 80% of the gallery page is more aggregators like we saw on the home page, just organized slightly differently. If you click on these you get a Flickr page key word searching 'Sharpie' or their YouTube channel.

The Sharpie Communities page really just reiterates what the Sharpie Gallery showed, but tagged a Facebook fan page and Twitter account in there for good measure. This page makes sense. What doesn't is why it's confusingly repeated in the gallery section.

The Sharpie How To section is abysmal. If you're going to even have a how to section and I'm going to take time to watch one of those how to videos, I do expect them to have some information that goes beyond a fourth grade art class. I realize we're dealing with markers here, but come on, Sharpies must do something slightly cooler than just draw on book covers and t-shirts, which I could probably figure out how to do without a video.

The site does have a few merits though. The look and feel of the site is great. It's clean with bold color accents, hand lettered headings and fun Sharpie doodles throughout and it works well. The banner ad inviting you to play around with the Sharpie twin tip marker—which really just translates to a fun little drawing widget—is fun and engaging. On another site, this banner ad would have me hooked—on this site, I really thought it needed it's own page to play and have fun with. And why don't you give me the option to draw on some shoes or other objects while we're at it?

Overall, the idea has some merit. Uploading your Sharpie Art will get Sharpie lovers involved, but for a simple four page website, the organization and user experience is not very good. Sharpie is a great, well-known brand and is such a widely used product it will naturally have a presence on social media sites like YouTube and Flickr, but this site isn't yet working to bring them together. What do you think? Did you get as lost as I did trying to navigate through the site?

New Zappos Spot: Tweet Your Approval

The CEO of Zappos wants to know what people think of their new TV spot:

New Zappos TV commercial - What do you think? How would you rate it on a
scale of 1-10? - http://bit.ly/ztvad

Tweet your thoughts (@Zappos on Twitter) and let us know, too!

Social Media Takes A Toll On Motrin

If you follow any Mom blogs or you're on Twitter, it was hard to miss the social media madness around the latest Motrin ad from yesterday and today. Many baby wearing mothers were clearly offended by the Motrin ad which suggests baby wearing can give you back or shoulder pain, and they've made their voices heard—via blogs and Twitter. As far as I can tell, this whole uproar started sometime Saturday afternoon and by mid day today, Motrin had pulled the ad from their homepage and put up an apology letter. Wow.



I'm not a mom, so I really don't fit the demographic they're appealing to here, but I get the tongue-in-cheek humor Motrin was going for. As a creative in the industry, I don't think I would have guessed this ad would offend so much and cause the ruckus that it caused, but at the same time I can see exactly where some of the problems lie.

The art direction is fabulous. I love the technique, though it seems to be a bit trendy at the moment, and the typography and illustration styles are wonderful. The offensiveness comes from a few turns of phrases: in theory it's a good idea, supposedly it's a real bonding experience, etc. They're just a bit too condescending.

There are countless blog posts ranting against this ad as well as the occasional one defending it, and you can view all the Twitter chatter with the #motrinmoms hash tag if you'd like to follow the social media storm.

What do you think? How has social media changed this uproar? Did it blow a little thing into an overboard uproar, giving Motrin some seriously bad PR? Or is it giving Motrin the feedback, and PR, its offensive ad deserves?

Downfall (of Twitter)

This video has been circulating in Twitter circles, and yes, you probably have to be a Twitter user to really appreciate it, but as a Twitter user and someone who just watched Downfall last week, I found this hilarious. Probably won't make too much sense if you happen understand German though...