Don’t tell customers they’re not needed

Don’t tell customers they’re not needed

Social media is changing the way customers complain

A little comment can create a firestorm of unhappy customers

Like many companies, Nikon has an official presence on Facebook through which they try to engage their customers. Only problem is, that they may have angered more than engaged.

All it takes is one little comment gone wrong to upset a whole slew of your social media fan base and that’s exactly what happened on Nikon’s Facebook page.

Here’s the post that appeared on their Facebook page:

A photographer is only as good as the equipment he uses, and a good lens is essential to taking good pictures! Do any of our facebook fans use any of the NIKKOR lenses? Which is your favorite and what types of situations do you use it for?

Nikon facebook statement - Don’t tell customers they’re not needed

Most of their Facebook fans did not take this status update well. They took it as an insult and felt like Nikon was saying that a photographer is only as good as his equipment, expensive equipment that is.  Some people even commented that they were going to boycott Nikon, sell all their gear, and switch to Canon:

I’m ready to sell all my Nikon gear and prove it ain’t the equipment. Morons!!

Wow. This post makes me want to go buy a canon lens just on principle

Thanks Nikon, I guess I suck at photography then

Realizing their mistake, Nikon were quick to apologize:

Nikon Facebook Apologize - Don’t tell customers they’re not needed

Just another lesson in social media and how one little comment can create a firestorm of unhappy customers.

Short URL & title:
Don’t tell customers they’re not needed — http://www.torbenrick.eu/t/r/zha

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Torben Rick
About The Author

Torben Rick

Experienced senior executive, both at a strategic and operational level, with strong track record in developing, driving and managing business improvement, development and change management. International experience from management positions in Denmark, Germany, Switzerland and United Kingdom

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