tag:blogger.com,1999:blog-6187396913880956540.post7352572122216163461..comments2024-03-03T09:54:30.438-05:00Comments on Experience: The Blog: Progressive is Not Facing a Social Media CrisisAugie Rayhttp://www.blogger.com/profile/11717746847853655184noreply@blogger.comBlogger15125tag:blogger.com,1999:blog-6187396913880956540.post-72307713077641729262015-08-20T00:12:49.338-04:002015-08-20T00:12:49.338-04:00how to do<a href="www.how-2do.com" rel="nofollow">how to do</a>Abirhttps://www.blogger.com/profile/00033049224651154006noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-3506589307210531902012-09-02T21:40:37.535-04:002012-09-02T21:40:37.535-04:00The only shameful behavior here is on the part of ...The only shameful behavior here is on the part of the jury. The police report, Katie's passenger, and other eyewitnesses all claim Katie ran the red light. This means she was at fault. It was her own doing that got her killed. The jury also went as far as making the settlement $760,000. Nationwide just paid out the $25,000 and Progressive their $75,000, but now an innocent man is stuck with the other $660,000! You want something to bark about! JURY COMMITS INSURANCE FRAUD BECAUSE PEOPLE CAN'T TAKE RESPONSIBILITY FOR THEIR OWN ACTIONS!!! Fact is the Fisher family should have never gotten a dime. The other driver is the one who should have received money if anyone. He was the innocent party! <br /><br />- James from <a href="http://www.4autoinsurancequote.com" rel="nofollow">http://www.4autoinsurancequote.com</a>Unknownhttps://www.blogger.com/profile/15939794945135301792noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-81906223401027419662012-08-17T11:20:34.932-04:002012-08-17T11:20:34.932-04:00Augie
I agree that "business as usual" w...Augie<br />I agree that "business as usual" was the primary cause and this is is much more difficult to fix. But it is a social media crisis, not because of the actions responding to this situation, it goes deeper. Brands are recruiting weak social media connections by various marketing techniques - the fan count race. These are not advocates, not customers, they do not support you but are connected. Well in a crisis, this works against you, they have no loyalty and feel free to jump into the debate - there has been almost no defense. If you live by the sword, you die by the sword. I refer you to your own blog blog - about USAA success - and the points you made there are spot on. In social media, you need to develop a community of people that will defend you, or at least point out your good points. It is impossible to fight a wave alone, this is when you see the value of the relationships developed.<br />Terryhttps://www.blogger.com/profile/17838813951356770058noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-29054400658135660632012-08-16T15:18:49.621-04:002012-08-16T15:18:49.621-04:00Augie,
Love the article and I agree with you and ...Augie,<br /><br />Love the article and I agree with you and some of the posters that in this case, like some others, Social Media was the gasoline and not the fire itself.<br /><br />In fact, there appear to be two other cases, albeit far less tragic, where the problem as Kathy S. said is the customer experience. The first is when Virgin re-seated a man away from two minors travelling alone (#VirginDiscrimination)and the other of course is the NBC cut-away from the closing ceremonies for a sitcom (#NBCfail).<br /><br />Your point about the short half-life of these types of things makes me wonder if the inverse has some benefit. In other words, even though these dust ups don't seem to impact the companies screwing up, are there measurable benefits to those companies that combine great customer experiences with great social media management? Is there tangible reputational and/or brand value in doing that?<br /><br />Thanks again! Anonymoushttps://www.blogger.com/profile/00443164108324372947noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-43347960504833088272012-08-15T23:44:44.253-04:002012-08-15T23:44:44.253-04:00Eric, I agree and disagree.
Yes, it spread in soc...Eric, I agree and disagree.<br /><br />Yes, it spread in social media. And yes, Progressive's response has a lot to be desired.<br /><br />But Progressive did not "create the 'social media crisis' by utterly failing at its reaction." The crisis was fully blown before Progressive did anything in social channels. The media picked up on it thanks to the brother's blog post, not because of Progressive's poor responses. Progressive hasn't helped itself with its social media response, but I don't think it's made it worse either.<br /><br />When you look at why mass media is interested, it's the story about an insurance company who defended (maybe) the person who killed their insured. CNN isn't covering this because Progressive tweeted poorly. Furthermore, no social media magic will change people's minds about this (short of an amazing, transparent, believable and logical reason that explains Progressive's actions.)<br /><br />Yes, this played out in social media, but in my opinion the cause and solution lie with Progressive's business actions, not its tweets. <br /><br />Thanks for the dialog. I've learned a lot from the responses I've received!Augie Rayhttps://www.blogger.com/profile/11717746847853655184noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-6466359285606583482012-08-15T23:28:03.773-04:002012-08-15T23:28:03.773-04:00The reason it's called a social media crisis i...The reason it's called a social media crisis is because the entire situation was spread, yes, by social media. Family member wrote a blog post. Post was shared on twitter and in the media. So the word about the situation was spread via social media. But the crisis occurred in the incredibly poorly managed response (within social media) to the situation. Progressive needs to use social media to correctly respond. Not canned robotic replies on twitter or a generic statement from the CEO. Use twitter, use a blog post, use facebook. Use anything. Just be human and caring. Progressive created the "social media crisis" by utterly failing at its reaction.Anonymoushttps://www.blogger.com/profile/01065475685234433752noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-65564720146416405282012-08-15T21:19:43.098-04:002012-08-15T21:19:43.098-04:00Will, I cannot tell if you are agreeing with me or...Will, I cannot tell if you are agreeing with me or disagreeing with me. You say "s. No one blames social media for the incident with Progressive," but if you search Google for "Fisher," "Progressive" and "social media crisis," you get over 3,000 results. Adweek's headline reads, "Flo Suddenly a Problem for Progressive in Its Social-Media Crisis" (http://www.adweek.com/adfreak/flo-suddenly-problem-progressive-its-social-media-crisis-142728). Mashable says "Progressive Insurance has a social media crisis on its hands" (http://mashable.com/2012/08/14/progressive-insurance/). And CNN's headline reads, "Progressive robo-tweets spark social media crisis" (http://money.cnn.com/2012/08/14/technology/progressive-tweets/index.html).<br /><br />LOTS of people are calling this a social media crisis, and I think it's time we stop blaming the medium when the problem is the company's own poor decisions. Progressive has a brand and reputation crisis, not a social media crisis!Augie Rayhttps://www.blogger.com/profile/11717746847853655184noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-70154604026270515042012-08-15T19:56:11.968-04:002012-08-15T19:56:11.968-04:00Ridiculous argument - social media crisis means a ...Ridiculous argument - social media crisis means a crisis occuring via/on social media sites. No one blames social media for the incident with Progressive.Will Kriski (Potato Strong)https://www.blogger.com/profile/14249601752461194413noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-21078991707592963812012-08-15T15:48:47.629-04:002012-08-15T15:48:47.629-04:00Would this have happened without social media? No,...Would this have happened without social media? No, I agree it would not have. But social media today is like air--we live in it but rarely note it. If someone shoots you with a gun, you do not blame the air for allowing the bullet passage, and today we ought no longer "blame" social media when a company's mistake is broadcast widely. In the case of both the bullet or the PR problem, it isn't the medium that matters but the actions of the parties involved. <br /><br />Social media is a reality of business today. It's time we start calling business problems "business problems," not "social media disasters."<br /><br />I appreciate the dialog. Thanks!Augie Rayhttps://www.blogger.com/profile/11717746847853655184noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-86387783982578912942012-08-15T15:44:19.086-04:002012-08-15T15:44:19.086-04:00Yup - agree and for that matter, United's sale...Yup - agree and for that matter, United's sales for the year of that crisis were only temporarily impacted and actually grew year over year I believe. Anonymoushttps://www.blogger.com/profile/04562107734310648791noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-53123100133344174422012-08-15T15:26:18.808-04:002012-08-15T15:26:18.808-04:00Augie, certainly you are correct that social media...Augie, certainly you are correct that social media didn't "cause" this disaster for Progressive -- anymore than it didn't "cause" revolutions in Libya, Egypt, or revolt in Syria. But would any of the latter have transpired in the way they have w/o social media? Would Flo be shaking in her Go-Go boots now about this case w/o social media?<br />I think that in real life the distinction you're making between social media causing a disaster & Progressive's Legal Dept. causing a disaster is a distinction w/o a difference -- b/c real life today includes social media, & all the good & bade that people can do w/ it.<br />So, will this cause Progressive "lasting" brand damage? -- more like BP than (say) Nestle or Delta? Depends on how lasting we think lasting needs to be before we agree that it's lasting... But if I were in the business of selling a product distinguished only by price & dependable claims-paying, I'd be a little worried.<br />One last point: This is hardly a disaster for Progressive alone. Yesterday's Gawker account of this included the memorable judgement:<br />"OK, insurance companies are evil. This is, sadly, nothing new." Anonymoushttps://www.blogger.com/profile/07758136538355249210noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-24760355360625567002012-08-15T15:05:17.070-04:002012-08-15T15:05:17.070-04:00Like many other, I too have written about this cas...Like many other, I too have written about this case. I do agree, it's not a social media crisis. What I consider this to be is a PR nightmare. Thanks for your article and insights! Much enjoyable.Dave Pehrsonhttps://www.blogger.com/profile/10644720224052197960noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-66297751635765134152012-08-15T15:04:54.809-04:002012-08-15T15:04:54.809-04:00Like many other, I too have written about this cas...Like many other, I too have written about this case. I do agree, it's not a social media crisis. What I consider this to be is a PR nightmare. Thanks for your article and insights! Much enjoyable.Dave Pehrsonhttps://www.blogger.com/profile/10644720224052197960noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-34148968739511198992012-08-15T14:53:13.731-04:002012-08-15T14:53:13.731-04:00Thanks, Kathy. Good to see we're on the same ...Thanks, Kathy. Good to see we're on the same page. <br /><br />I hate to sound like a social media skeptic (and I hope my many years in this space show otherwise), but it really does seem social media crises come and go, but brands survive. Did anyone stop buying Kit-Kat bars after the Nestle Greenpeace dustup? Is anyone still avoiding United because they broke guitars three years ago?<br /><br />Maybe consumers are forgiving. Maybe they have short memories. Or maybe we just expect to be disappointed by brands. Whatever the case, for all the outcry over each "social media disaster," I'm still waiting for the one example of a company suffering permanent and serious business damage because of tweets, blog posts and Facebook comments.<br /><br />Maybe this will be that example, but I'm not betting on it. :)Augie Rayhttps://www.blogger.com/profile/11717746847853655184noreply@blogger.comtag:blogger.com,1999:blog-6187396913880956540.post-35940213227195017562012-08-15T14:23:19.134-04:002012-08-15T14:23:19.134-04:00Hey Augie - Great, thoughtful article, thank you. ...Hey Augie - Great, thoughtful article, thank you. I 100% agree that our thinking, study and management of social media needs to evolve it can be most powerfully be utilized to course-correct customer experience issues that hurt a brand's bottom line. A couple of thoughts to add here - I do think Progressive will suffer significantly not only because of this one incident, but because they notoriously contest even the smallest of claims to get out of paying. Also, the tragic nature of this story will strike consumers personally in their decisions about who they want to pay for their insurance - a much heavier contemplation & purchase decision than a chicken sandwich. Certainly this case will be interesting to continue following and again - totally agree that it's not about the media at all. Cheers! KathyAnonymoushttps://www.blogger.com/profile/04562107734310648791noreply@blogger.com