A Few Tips to Help Consumers Express Themselves

It is important to pay attention to consumer expressions in this new era of networked customers. Here are a few tips to make the most of expressions:

  • Embrace them. Consumers can generate more messages than you ever could. Don’t fight the flow. Instead, feed it with content consumers will want to  pass on.
  • Facilitate, don’t control. Participate in the conversations consumers have about your products but don’t try to direct them. It’s fruitless and often stifling.
  • Set the record straight only when necessary. Not every consumer expression is positive. Chime in when you must but also allow your fans to speak on your behalf.

Source: hbr


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