I got this email from a CEO of a hot Internet company and though it was blog-worthy:
Here’s a topic I think it interesting and doesn’t seem to be well addressed in this new online environment:
Dealing with Consumer Reactions in the Ever-changing Consumer Internet World
The issue is that in consumer internet we are able to iterate so quickly, and technologies move so quickly, and features are added so quickly that entire websites get re-done frequently (linkedin recently, facebook coming soon, etc). In addition to that consumers have never had more ability to voice their (dis)approval than now through forums, groups, etc right on our own websites! How do we deal with this now? 🙂 How can we be positive and sensitive and show that we listen, but keep doing what is best for the company? How do we manage backlashes about our companies when those uprisings happen right on our own sites!?
I’ve been thinking about this and will soon be publishing some answers and tidbits from readers.