The GennY Podcast #4 – What Does Gen Y Expect Of Brands In The Social Media Space?
Wednesday, May 27th, 2009
The GennY Podcast
The show notes
Total running time: 29:49
- 00:00 – Yin starts us off – introductions all round
- 00:36 – The tumbleweed crosses the alamo
- 01:17 – What do we expect of brands if they are involved in social media?
- 01:28 – Brian’s expectations are low, he just wants someone to talk to him
- 03:06 – If brands decide to be online, then they owe it to the customer to interact with them
- 04:10 – The minimum expectation is at least and acknowledgement or a reply, even if the concern or question isn’t immediately answered.
- 05:23 – Maybe sometimes brands shouldn’t be on social media?
- 06:12 – Yin suggests there’s a difference between big brands and smaller brands in terms of the scale of reaching out and interacting with customers
- 07:01 – Yinqi says with the resources that big brands have, she feels they should experiment more
- 07:29 – Brian mentions the flip side, which is that big brands have more to lose in terms of reputation online, despite the relative ease to get involved
- 09:17 – Brian clanks his beer bottle against the table leg for effect, before saying that brands don’t own brands, customers own brands
- 10:53 – Daryl brings up the local example of Starhub on Twitter and whether it opens up the opportunity to solve minor issues
- 11:54 – Brian brings up the reverse of that to announce anticipation of minor issues in advance so that at least consumers know
- 13:08 – Kris says one to one relationships aren’t always possible, especially with many consumers
- 16:13 – The issue really is about being painfully aware that your actions online (if you choose to be online) is broadcast to everyone
- 16:54 – The customer is now empowered to keep brands in check
- 20:59 – Yin wonders why brands still repeat mistakes, despite many opportunities for them to learn
- 22:04 – The tools are of equal access to everyone, it’s how your choose to wield the tools
- 22:24 – Brian says “nerfed”
- 22:56 – Daryl has the expectation (realistic or not) that brands should know the general “rules” of the platform they choose to engage consumers in
- 23:58 – What about companes’ expectations of consumers?
- 26:41 – Maybe companies need to make it clear what to expect from their online engagements
- 27:00 – Brian tells his Zappos story as an example of positive engagement
- 29:20 – Yin calls for feedback and questions and more interaction!
Click play to listen, or download the file here, or subscribe to us on iTunes!
If you’d like us to talk about anything and hear Gen Y’s perspective, leave a comment and we’ll definitely record it if it’s within our collective sphere of knowledge.
Tags: brands in social media space, customer interaction, Gen Y, genny podcast, nerfed, reputation online, starhub on twitter, tumbleweed alamo, zappos
