Comments on: J&J’s Motrin headache and need for Band-Aid after moms revolt http://www.garydcohen.com/2008/11/jjs-motrin-headache-and-need-for-band-aid-after-moms-revolt/ The Pursuit of Experience, Community and Engagement - Marketing, Sales, Social Media and things that interest Gary Cohen Thu, 09 Sep 2010 16:46:33 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Evan Foster http://www.garydcohen.com/2008/11/jjs-motrin-headache-and-need-for-band-aid-after-moms-revolt/comment-page-1/#comment-581 Evan Foster Thu, 09 Sep 2010 16:46:33 +0000 http://www.garydcohen.com/?p=270#comment-581 i often get indigestion when i eat so much without taking foods high in fiber""" i often get indigestion when i eat so much without taking foods high in fiber”"”

]]> By: Gary http://www.garydcohen.com/2008/11/jjs-motrin-headache-and-need-for-band-aid-after-moms-revolt/comment-page-1/#comment-430 Gary Wed, 19 Nov 2008 07:14:10 +0000 http://www.garydcohen.com/?p=270#comment-430 Agreed. Companies are only human. And I do believe if they are engaged they will be given credit for owning up, being transparent and open. Completely agree. They could easily have worked with the blogers to get some sentiment feedback first. :-) Thanks for the laugh :-) Agreed. Companies are only human. And I do believe if they are engaged they will be given credit for owning up, being transparent and open. Completely agree. They could easily have worked with the blogers to get some sentiment feedback first.

:-) Thanks for the laugh :-)

]]> By: Maarten http://www.garydcohen.com/2008/11/jjs-motrin-headache-and-need-for-band-aid-after-moms-revolt/comment-page-1/#comment-428 Maarten Tue, 18 Nov 2008 19:34:25 +0000 http://www.garydcohen.com/?p=270#comment-428 Agreed. But companies will make mistakes, even if they have "BEFORE strategies". And in those instances, I think you own up, you avoid spin (well... as much as possible) and then you correct and make that public. I think Delta is to be commended on the second and third part of my comment above. They of course completely forgot about the first part - they could have floated the idea before hand to their loyal posse through their blog, and could have avoided the issue. But the way they reacted to it is commendable. Now let's see if the Delta Skelter blog picks up on it :-) Agreed. But companies will make mistakes, even if they have “BEFORE strategies”. And in those instances, I think you own up, you avoid spin (well… as much as possible) and then you correct and make that public.

I think Delta is to be commended on the second and third part of my comment above. They of course completely forgot about the first part – they could have floated the idea before hand to their loyal posse through their blog, and could have avoided the issue.

But the way they reacted to it is commendable.

Now let’s see if the Delta Skelter blog picks up on it :-)

]]> By: Gary http://www.garydcohen.com/2008/11/jjs-motrin-headache-and-need-for-band-aid-after-moms-revolt/comment-page-1/#comment-426 Gary Tue, 18 Nov 2008 18:43:31 +0000 http://www.garydcohen.com/?p=270#comment-426 Maarten, We are going to see more and more of the customers wanting to be part of the process. Technically the customer pays for the company to exist - if they did not buy the goods and services, the company would fold. So at the base level, why not engage the customer BEFORE springing this on them? Sure they get points for listening and reacting, but they could potentially have avoided the indigestion. Gary Maarten,

We are going to see more and more of the customers wanting to be part of the process. Technically the customer pays for the company to exist – if they did not buy the goods and services, the company would fold. So at the base level, why not engage the customer BEFORE springing this on them?

Sure they get points for listening and reacting, but they could potentially have avoided the indigestion.

Gary

]]> By: Maarten http://www.garydcohen.com/2008/11/jjs-motrin-headache-and-need-for-band-aid-after-moms-revolt/comment-page-1/#comment-425 Maarten Tue, 18 Nov 2008 18:34:36 +0000 http://www.garydcohen.com/?p=270#comment-425 Hey - yesterday Delta withdrew a new scheme that they launched only a week before. Delta's new scheme meant that Platinum Medallion Members could no longer get access to prefered seats without paying or locking them in exactly 24 hours before the flight. A storm of protest evolved on Delta's own blog as well as places like Flyertalk. And Delta listened. And evolved back to the original scheme. You are right with your lessons learned. And apology goes a long way, but actions speak louder than words. That is why I was impressed with Delta's approach. Check here http://blog.delta.com/2008/11/06/medallions-and-choice-seats/ Hey – yesterday Delta withdrew a new scheme that they launched only a week before. Delta’s new scheme meant that Platinum Medallion Members could no longer get access to prefered seats without paying or locking them in exactly 24 hours before the flight.

A storm of protest evolved on Delta’s own blog as well as places like Flyertalk. And Delta listened. And evolved back to the original scheme.

You are right with your lessons learned. And apology goes a long way, but actions speak louder than words. That is why I was impressed with Delta’s approach.

Check here

http://blog.delta.com/2008/11/06/medallions-and-choice-seats/

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