During this last week we have been able to attend, once again, a demonstration of the power of the consumers to an unclear practices of a brand, in this case instagram. In a crisis of reputation, whether in off-line or online environments, there are a number of premises that must be very clear …
- The power of reaction is vital and take the initiative too, so as not to let the crisis situation lead to worse.
- Mistakes must be recognized, which must have been
- To make decisions so that the situation returns? Its channels?
What surprises of the situation of crisis lived by instagram are several aspects:
- The whole situation is attributed to a language problem, as we read from the statement of the founder of instagram: “We have failed to communicate our intentions clearly.” Does anyone really believe that all this uproar comes from they have not communicated clearly? You have to remember that instragram is owned by Facebook and I would be very surprised to think that Facebook can make mistakes of this type
In case anyone doubted the power that the consumers have before the brands, I think that the case of instagram has returned to value this power.
Last reflection: will not it be that they have made that decision for fear of losing more customers?