It is crazy how fast news can travel. Trenton (the “T” of TALLfore) sent me an article about the power of Twitter. This article was linked to WordPress but originated from the CEO’s journal entry on Thomas Nelson Publishers direct site.
The core idea that is provided in the posts is a story of UHaul not treating a customer appropriately. The customer who was treated badly, later posted on Twitter how terrible their experience with UHaul was. In the Twitter post they also went on to say how great Penske was when they went there instead. UHaul’s sales made a dramatic drop that day all because of this one post.
The guy who posted on Twitter about UHaul had over 1,500 followers. Those followers more than likely told someone and the trend continued all the way until right now. Now I am writing about it on wordpress and anyone with internet access can get to this post to find out that UHaul treated a customer terrible and that customer would never refer their services again. I am shocked that a networking site (Twitter) can absolutely help a business or even destroy one!
A few semesters ago I was in a small business marketing class and we were talking about word of mouth and how vital it is to a company, no matter if its large or small. For some reason people like to focus on the bad things that happen to them, so if someone runs into a problem with a specific business it is likely that they will tell 30 people about their experience. If someone has a good experience they will tell two people, if any.
So this goes to show that social networks are now increasing all of the possibilities of word of mouth. In the end probably because of the growth of the internet UHaul, I’m sure, had a lot of crisis management to deal with!