@RBJacobs showing understanding of ORM
I happen to think that FNB do a pretty good marketing job, I have been a fan of the manner in which the @RBJacobs twitter persona handles queries. But its interesting the way people think about brands – this morning @PerrynMeyer commented on FNB as below.
I retweeted but copied @RBJacobs into the tweet saying it was over to him to sort out – sure enough he responded and invited @PerrynMeyer to to contact him. Out of left field another fellow @Nicholas_Duncan appears and expresses his opinion that @PerrynMeyer should not have commented in public as she has tarnished the brand and then criticised me for having retweeted it as I did.
I am sorry @Nicholas_Duncan but brands are not tarnished by what people say about them, brands are tarnished by what brands do. People saying what they feel and expressing their opinions is what enlightened brands would hope for, they understand that they don’t control brand that belongs to the customer/consumer.
You see you can’t control the conversation – nor would you want to. What you want is to be part of it and to be seen to care because your brand is not what you say it is – its how your customers experience it and what they tell their friends
What @PerrynMeyer and I did was not tarnish the brand, on the contrary we gave @RBJacobs the opportunity to burnish it.
What better outcome for FNB than this (their response retweeted) – unless its a thank you from @PerrynMeyer as well.