The last case of online reputation Canal + It is not the only one of its kind, but it is the most notorious because of the influence of the author of the complaint.
I read the excellent article blog smreputationmetrics called “When a complaint becomes a crisis. Risto Mejide, a decline in Canal Plus, #unHDMIy2Euroconectores, 35 euros y Twitter”. I will not repeat the content because it really is brilliant, but I summarize in three lines and give my opinion on it:
Unsubscribe Canal + is equally complex and puñetero to unsubscribe a mobile operator or a tax advisor. These are all problems. Attest, I dropped the Plus, Vodafone and tax advisor, and is a bad experience, long and costly.
A person is written off in Canal + and share the experience through Twitter with two seemingly harmless tweets:
- Unsubscribe from Canal + is to check how crappy that can become a business in distress: I demand an HDMI cable 2 euroconectores.
- Maybe it makes pricing Canal + #unHDMIy2Euroconectores: 35€!!! Hahaha
In the second tweet author creates a hashtag with the intention to generate some “conversation” around the theme
The WHO (that changes everything)
If those two tweets had launched a deadly anyone, the thing would not have happened a few giggles and complaints by the network and little else. But the key here is the author of the tweets, Risto Mejide, with about 1.500.000 twitter followers. Whether it is having an affair, the thing promises maximum viral.
How could it be otherwise, #unHDMIy2Euroconectores It soon becomes Trending Topic, and CM (community managers) they had a quick and effective response to a case like this, which it spreads like wildfire: 3.900 mentions a few hours after the first tweet.
An analysis of this reputation crisis
I think that social networks and blogs are great ways for someone reports abuse of a brand. Before we had to hire a lawyer, now only we have to detail the case and ensure it reaches its destination correctly. I reported it on this blog Vodafone (unsuccessfully) to Banco Sabadell (successful and excellent response), a Loewe, and some other brands.
2. Isn't it?
I think before reporting must assess the importance of each issue. It is not unusual for Canal + I ask for the return of some devices that have not paid, but do 15 years are paid. I do not see a strong reason to launch a tweet. It would be different from Canal + I would have left without line in a Barca-Madrid bought gold price the day before (thing that happened to me repeatedly). But devolution settlement is not, in my view, News. Unless, Of course, that says Risto, or Jordi Évole or an influencer with an enormous army of followers (I am also a follower).
I see here a matter of personal responsibility that goes beyond action “annoyance” as would the Mejide own. A seemingly humorous performance could have terrible consequences for Canal +, when all they have done is reclaim what they claim everyone, It is not a case of malpractice. We'll see! To a influencer you have to leave all free? Do brands have to remove the fine print of contracts to the famous?. Isn't it?, I can not agree with this.
A influence It must be very aware of the damage it can do to a brand launching such a superficial message like this case reputation. Mind you do not defend Canal Plus, I myself sent them to hell (in media silence a few years ago), I'm just saying you need to cool a bit before launching a tweet to a million and a half people. Seguramente a ti, that you read me now, Canal + I had not forgiven 35 €. To the, you can afford, yes.